Service Delivery Manager
Perfil buscado (Hombre/Mujer)
Service Orientation: Establishes and maintains strong relationships with stakeholders. Proactively anticipates customer needs/demand and challenges, offering solutions before the customer identifies them. Regularly gathers feedback from users on service quality and responsiveness. Develop, negotiate, and manage SLAs and operational level agreements (OLAs) in collaboration with stakeholders. Ensure that SLAs are aligned with business objectives and monitor compliance against agreed targets.
Leadership and Team Management: Provides clear direction and supports team members in their roles. Conducts regular performance reviews and provides constructive feedback. Recognizes and rewards team contributions and successes. Supports the preparation and management of budgets, monitor expenses across our IT Partners/Services. Ensure cost-effective service delivery operations.
Stakeholder Engagement and Communication Skills: Act as the primary interface between business stakeholders and the IT service delivery team. Point of contact for escalations regarding Service Performance levels and Major Incidents. Build and maintain strong relationships with customers to ensure their needs and expectations are met. Regional point of contact to accept, assess and manage Demand from business stakeholders, on point to facilitate Service Transition of new IT services in region. Presents complex information in a straightforward manner to different audiences. Facilitates open dialogue and encourages feedback from team members and stakeholders. Prepares comprehensive reports and documentation for management review.
Analytical and Problem-Solving Skills: Utilizes metrics and KPIs to evaluate service performance and identify areas for improvement. Conducts root cause analysis on incidents and problems to prevent recurrence. Uses critical thinking to assess situations and propose feasible solutions effectively.
Knowledge of IT Service Management Frameworks: Demonstrates familiarity with ITIL processes and methodologies. Applies ITSM best practices to manage incidents, problems, changes, and service requests effectively. Participates in and contributes to process improvement initiatives. Act as the regional Service Management champion, provide education and training to service stakeholder as required to support and embed Service Management behaviors. Foster a culture of continuous learning and development.
Service Management: Ensure consistent delivery of high-quality IT services. Oversee the IT service delivery process to enhance client satisfaction. Participate in SIAM Governance representing regions in daily weekly monthly operational, service and practice performance reviews and reporting. Lead the response to major incidents and service disruptions, coordinating resolution efforts across teams and creating/driving RCAs post incident (this SDM role will perform the Major Incident Mgmt. role, with out of hours/follow the sun coverage required).
Risk Management: Conducts risk assessments for service impacts and takes proactive measures to address them. Monitors compliance with internal policies and external regulations to minimize risks. Develops contingency plans to address potential service disruptions.
Technology Process Innovation: Help identify and implement tools and technologies that support SIAM processes and efficiencies. Stay current with industry trends and emerging technologies relevant to Service Management and SIAM. Support Caldics ITSM Toolset, drive initiatives to improve process automation, service delivery efficiency, and end-user experience.
Service Operations (ITIL Framework): Escalation point for incidents in region (includes performing the role of Major Incident Manager. ) and covering for other regions. Drive dispute resolution (managing conflicts between service providers/internal teams). Growth, Transformation, Global. Service Delivery, Management, Optimization.
Essential: Minimum of 5 years of experience in IT service delivery or management roles. Experience in managing cross-functional teams, working with multiple service providers (Service Integration and Management principles), and collaborating with business units. Demonstrated experience in defining, monitoring, and managing SLAs and OLAs and developing governance practices to measure the quality of services, maintaining service improvement plans. Experience in conducting service reviews and performance assessments with stakeholders. Experience in implementing continuous improvement initiatives within service delivery to enhance efficiency, quality, and customer satisfaction. Experience in leading and coordinating multiple Service Providers during Major Incident Management activities, completing Root Cause Analysis aimed at removal or mitigation of repeat occurrence. Hands-on experience in Change Management and Service Transition processes, including planning, conducting risk assessments, and ensuring successful change implementation without service disruption. Proven ability to lead cross-functional teams and manage stakeholder relationships. Excellent communication, negotiation, and interpersonal skills. Strong analytical and problem-solving capabilities with a focus on continuous improvement.
This is an exciting time for an IT professional to join a company that is placing digital and information technology at the heart of its transformation journey. The culture and work environment allow people to make a positive contribution and truly make a difference. Career Growth Cross-Functional Exposure Global Impact Skill Development High Responsibility Innovation and Change Management Salary package Benefits Remote work
ITIL, ITSM
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