Beschreibung
Service Delivery Manager - IT Shared Service
The Service Manager is the key-contact for business stakeholders & service management with regards to
all kind of operational aspects for the hosted ERP-Solution. The Service Manager is responsible for the
daily operation of the assigned service domain covering all systems & services managed for the corresponding Operating Country.
Periodic updates regarding the service delivery execution, continuous improvement initiatives, ongoing
investigations are to be performed.
Key Responsibilities and Tasks:
- Managing business stakeholder satisfaction and support business initiatives by being the key-contact for all kind of operational initiatives
- Ensuring the SLA's and KPI's are agreed
- ITIL Process ownership and minimising the downtime of services through event management
- Participate in an on-call roster supporting the business 24/7 on incidents being critical to maximise system & services availability
- Ensure timely identification of root causes of incidents and implementation of preventions as a part of the problem management process
- Management of internal and external vendors to ensure contractual obligations are met
- Continuous service improvement of systems, services, processes and vendors
- Regular and adhoc reporting and presentations to business stakeholders
Experience and Expertise:
- Demonstrable high quality record of working in the mobile telecommunications industry, managing ERP operational processes - ideally in global shared services
- In depth knowledge of industry best practice and methodologies, specifically ITIL
- Experience of presenting to, negotiating with and influencing a wide variety of audiences
- Experience of working in global and virtual teams and engaging with subject matter experts spanning more than one country
- Strong leadership skills, ability to think creatively and develop solutions to complex business challenges with a hands on approach
- Able to pick up complex matters quickly
- Proven incident- & problem management skills
- Experience of interpreting and clearly articulating complex technical matters