Service Delivery Manager

Job purpose:

The Service Services Manager is responsible for:

• Managing operating and maintaining hardware & systems and providing operational & technical support for global organization.

• Ensuring data availability and optimal system performance.

• Managing and ensure proactive end-user training and awareness

Main roles and responsibilities:

• Team Management:

o Manage the assigned service team ensuring they understand their roles, responsibilities and KPI’s.

o Incent the technical team to become a cohesive entity enabling the rapid deployment of quality services.

o Actively work with peers and management to build and maintain strong, productive working relationships.

o Continuously review, adjust and train the assigned technical team to ensure their capabilities enhances

• Operational integrity:

o Ensure the operational integrity of Support Services executed on multiple platforms.

o Ensure that agreed SLA´s is followed.

o Manage all utility computing services, including Messaging, CMS, Hyperion, Databases, ERP …

• Implementation:

o Manage & support projects (time, budget, scope).

o Install and configure applications, upgrades and patches, batch job scheduling.

o Interaction with peers within the Service Delivery and Solutions Delivery teams to drive the operational integrity of key business applications and services.

o Ensure performance testing is managed and make sure adequate resources are in place to provide the right performance.

• Technical platform changes and administration:

o Manage upgrade installs, new releases and deployment of operating systems software.

o Provide timely, effective and efficient processes to ensure system integrity and business protection.

o Ensure end-user security settings are appropriate.

o Monitor all components of infrastructure.

o Monitor key application end user performance through synthetic transaction monitoring.

o Ensure data availability, maintain data security & integrity, and optimal system performance.

o Ensure that agreed Backup & Disaster Recovery Plan is followed.

o Manage invoices and IT cost / spent, budget follow up

• Support:

o Ensure the effectiveness and the continuous improvement of the L1 & L2 support operations.

o Ensure Problems are analyzed and managed.

• Vendor Management:

o Ensure outsourced services associated with the support of all technical platform specialists are followed

• Asset Management

o Manage for the inventory of end user devices (hardware and software)

• Change Management:

o Manage regional / outsourced services associated with the support of all technical platform specialists to ensure delivery of service in compliance with the contracted service level agreements.

• Communication:

o Responsible for the communication to end users.

• Education required: Master or equivalent on computer sciences

• Experience / Background:

• 5+ years of previous experience in IT Operations / platform administration and management or team leadership

• Experience with IT Service management processes and application deployment

• Experience with Project Management / Insight into Project Methodology

• Experience managing significant external service providers and associated relationships

• Proven track record of dealing with dealing with highly sensitive information and data

• Good understanding of the company’s goals and objectives including key service processes

• Good industry knowledge of IT operations services trends and directions

• Proven track record of coordinating teamwork in a multicultural environment and managing staff over remote sites

• Tools : (linked to tools/job/method)

• Proficient knowledge of technical platforms, including O365, SharePoint, etc.

• Infrastructure operations knowledge and management capabilities