Service Delivery Manager - IT Shared Service

Vor Ort
12 months
RP International
flag_no Österreich

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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