About Us
Giesecke+Devrient is a global company that offers security technologies, both in the physical and digital world. Every day, billions of people benefit from G+D innovations in their personal and business lives.
With around 11,600 employees across 32 countries, we develop, manufacture, and distribute products and solutions for the safeguarding of payment processes, identities, connectivity, and data.
Job Description
We are looking for a Service Delivery Manager within the team based in El Prat de Llobregat, Barcelona.
The individual in this role will oversee and manage multiple key functions within the Service Delivery Department at our Digital Solutions Data Center. This role combines some of the responsibilities of an IT Governance Manager, an IT Incident Manager, and an IT Service Delivery Manager.
Your Key Responsibilities
IT Governance Management
* Support the development and maintenance of the IT governance framework, including policies, procedures, and controls. Ensure compliance with regulatory requirements, industry best practices, and organizational objectives.
* Collaborate with senior management and stakeholders to develop IT governance policies, standards, and procedures. Communicate and enforce policies to ensure adherence across the organization.
* Monitor and ensure compliance with relevant laws, regulations, and standards. Support and participate in assessments and audits, developing and implementing corrective action plans to address areas of non-compliance.
* Identify and assess IT risks. Develop and/or support the development of risk mitigation strategies and controls. Monitor risk levels and recommend appropriate risk management actions.
* Establish and manage an effective incident management process, acting as an Incident Manager in the case of major severity incidents. Ensure timely and appropriate responses to IT incidents, minimizing impact on business operations.
* Coordinate and escalate incidents to appropriate support teams or management as required. Ensure timely resolution and communication to stakeholders.
* Conduct thorough root cause analysis for major incidents. Identify underlying issues and implement or manage the implementation of preventive measures to minimize the occurrence of similar incidents in the future.
IT Service Delivery Management
* Support the definition, negotiation, and management of service level agreements (SLAs) with internal and external stakeholders. Ensure IT services meet or exceed agreed-upon service levels.
* Identify areas for service improvement and optimize service delivery processes. Implement initiatives to enhance service quality, efficiency, and customer satisfaction.
* Support the establishment of monitoring mechanisms to track service performance and adherence to SLAs. Generate regular reports on service metrics, highlighting trends and areas of improvement.
* Oversee relationships with IT service providers and vendors. Ensure compliance with contractual obligations, monitor vendor performance, and resolve any service delivery issues.
General Responsibilities
* Engage and collaborate with key stakeholders, including senior management, department heads, and IT teams. Foster effective communication, manage expectations, and address concerns.
* Management of a 9-person team working 24/7. Provide guidance and support to peers at the Service Desk and Service Design Teams, to peers at the Applications and IT Stack Teams. Foster a culture of collaboration, continuous improvement, and accountability.
Requirements
* Bachelor's or Master's degree in information technology, computer science, or a related field. A minimum of ITIL Foundation certification is required and knowledge of ISAE 300 is advantageous.
* Proven experience in IT governance, incident management, service delivery, or related fields, preferably in a managerial role.
* Strong knowledge of IT governance frameworks, incident management best practices, and IT service management principles (ITIL).
* Familiarity with regulatory requirements and data privacy regulations.
* Excellent understanding of IT risks, controls, and security principles.
* Strong project management skills, with the ability to prioritize tasks, manage resources, and meet deadlines.
* Analytical and problem-solving skills, with the ability to identify and address governance, incident, and service delivery challenges.
* Excellent communication and interpersonal skills, with the ability to engage with stakeholders at various levels and present complex information in a clear and concise manner.
* Strong leadership and team management.
* Tools: Knowledge of ServiceNow is a must and of Splunk is advantageous.
* English proficiency is a must.
What We Offer
* Culture and Diversity: Join a people-oriented environment with different nationalities and a great team spirit, flat hierarchies (everyone speaks to everyone). Equal Opportunity Employer and LGBT+ friendly.
* Global Teams: Enjoy collaborative work in Agile/SCRUM teams and with stakeholders around the globe.
* Innovative Products: Design and develop business processes and IT solutions for innovative products and digital solutions.
* Career Development: Continuous training and coaching, talent program.
* Social Benefits: Flexible compensation (health insurance, transport ticket, training and development and childcare voucher), in-house parking, medical service and physiotherapy service.
* Flexible Work Time and Remote Work: Official office schedule Mo-Th 9:30–17:00, Fri 8:30–15:30h. Flexibility with start and end times. 3 days of remote work.
* Own Canteen: Take a break with our breakfast and lunch service: Choose between a big range of menus, salad desk and sandwich service. Fruit packages.
* Location: El Prat de Llobregat. Easy communication by public transport (Bus 88 and 110, Metro L10 parada ZAL/Riu Vell from Barcelona and PR4 from El Prat) or private transport.