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Senior Service Delivery Manager
il y a 3 semaines
Your mission:
The
Senior Service Delivery Manager
is responsible for supervising and coordinating activities in the execution of a services contract (or multiple contracts depending on the volume and complexity of the services provided).
Main responsibilities:
- Own and oversee client commitments
- Create and maintain the functional team
- Create and maintain the client relationship
- Control contract operational financial performance
Areas of Responsibility and Activities:
Own and oversee client commitments
- Understand the technical architecture/technologies and interactions between architecture/technology components
- Take accountability for service delivery performance, including
- Incident Management & Requests Management
- Effective handling of tickets within defined service levels
- Formalise critical incidents reports
- Manage service requests catalog
- Problem management & Change Management
- Compliant usage of Problem/Change Management
- Configuration Management
- Data quality of the Configuration Management database
- Compliance of Operations to security standards
- Monitor defined KPIs across several technologies and implement action plans when metrics fall below agreed KPIs
- Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery
- Take ownership of critical incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews
- Provide accurate and regular reports on performance of the service delivery
Create and maintain the functional team
- Lead the operational governance
- Orchestrate the service delivery teams, manage conflicts, and ensure the team's processes and tasks are carried out efficiently
- Build strong relationship with teams and stakeholders to enable effective dialogue exchange between departments
Create and maintain the client relationship
- Identify operational stakeholders at client
- Establish a long term and sustainable relationship with the client
- Ensure that client satisfaction is measured against compliant indicators and that improvement plans are implemented
- Identify new business opportunities and transfer those to commercial team
Control contract operational financial performance
- Manage the contract and the client by complying with the defined budget, while ensuring alignment with contractual commitments
- Track and validate team time registration on contract
- Report and validate resource unit consumption
Your profile:
- Education / training (or equivalent level): Bac +5 / Master in Information Technology or proven experience in technical position for at least 8 years
- Experience(s) required: Experience of at least 5 years in IT Service Management and Service Delivery
- Fluency in French and English is required.
- German and Luxembourgish are a plus
Technical Knowledge/Skills
- General technical knowledge – IT infrastructure and Cloud
- ITIL certification
- Knowledge of Project Management methods
- Ability to read, analyses and interpret contracts
- Good computer skills and the ability to use business support software
- (MS Excel-Word-PowerPoint, Visio, …)
Soft Skills
- Customer oriented
- Analytical skills (structure and formalization of reports and processes)
- Teamwork skills and attention to detail
- Solutions orientated and commercial mind-set
- Ability to manage and prioritise tasks efficiently
- Autonomy of judgment, actions and initiatives
- Ability to demonstrate initiative and a proactive approach to daily tasks
- Continuous improvement mind-set and constant seek for automation
