Senior Service Delivery Manager 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
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
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
Additional responsibilities
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
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
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