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.
At G+D, we are looking for a Service Delivery Manager within the team based in El Prat de Llobregat, Barcelona. She / He will be responsible for overseeing and managing multiple key functions within the Service Delivery Department at our Digital Solutions Data Center. This role combines some responsibilities of an IT Governance Manager, an IT Incident Manager, and an IT Service Delivery Manager. The individual in this role ensures that IT activities align with business goals, IT incidents are effectively managed, and IT services are delivered efficiently and in accordance with service level agreements (SLAs). They play a critical role in managing IT risks, ensuring operational stability, and optimizing IT service delivery.
Your Duties
* 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 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 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.
* Manage a team of 9 people working in the NOC, providing guidance and support to peers at the Service Desk, Service Design Teams, Applications, and IT Stack Teams. Foster a culture of collaboration, continuous improvement, and accountability.
Your Profile
* Bachelor's or Master's degree in information technology, computer science, or a related field. A minimum of ITIL Foundation certification is required; 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 clearly.
* Strong leadership and team management skills.
* Knowledge of ServiceNow is a must; familiarity with Splunk is advantageous.
* Proficiency in English is required.
What We Offer
* A people-oriented environment with diverse nationalities, flat hierarchies, and an inclusive culture.
* Opportunity to work in global, agile / SCRUM teams with stakeholders worldwide.
* Design and develop innovative products and digital solutions.
* Continuous training, coaching, and talent development programs.
* Social benefits including flexible compensation, health insurance, transport tickets, and more.
* Flexible working hours and remote work options, including 3 days of remote work per week.
* An in-house canteen offering a variety of healthy meals and snacks.
* Location in El Prat de Llobregat, easily accessible by public transport or private means.
J-18808-Ljbffr
#J-18808-Ljbffr