Service Manager - ERP Transformation

Vor Ort
ASAP/2nd January
12 months
RP International
flag_no Österreich

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Service Delivery Manager:

Role and Requirements:

  • Management of the IT & infrastructure services provided by the technology department to both internal business stakeholders and external customers.
  • Accountable for all aspects of service management with the partners (internal and external), driving stability & issues resolution to best protect the customer & business, closely managing major incidents and issues, driving problem management to identify & remove root cause to prevent reoccurrence & future issues.
  • Ensure strong relationships are built and managed between the Technology Department and our internal customers specifically in regard to Technology operational services and issues.
  • Monitor the overall level of service provided by Managed Service Partner/s - including service levels, incidents, process and change management, processes, standards and procedures - and instigating appropriate actions to address any issues, benchmarking to ensure best in class.
  • Provide a focus for SLA management and customer satisfaction and productivity improvement
  • Report, communicate and update relevant stakeholders on the on-going operation of services, incident management and Improvement Programmes, guaranteeing clarity, visibility, timeliness and expectation management to the right people using the right method.
  • Manage internal relationships and Customer Satisfaction & Experience - manage, measure and ensure that internal Technology department and Managed Service Partner/s are achieving agreed levels of customer satisfaction

  • Support budgetary management of IT Opex.

  • Ensure partners adhere to the internal policies, procedures and standards.

  • Provides expert management support to difficult, high profile customer issues and ensures root-case analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.

  • Will be required to be part of on-call team and provide support and leadership outside of core business hours for Major Incidents/High impacting issues.

  • Experience in an IT/Infrastructure service delivery role within a multi stakeholder and vendor environment

  • Exceptional ability to motivate and influence key contacts and decision makers required.

  • Proven negotiation skills and ability to influence others at different levels.

  • Proven track record in striving for continuous improvement and driving efficiencies, whilst maintaining high levels of customer satisfaction.

  • Proven team player in working with one's peers to ensure that delivery of service is timely, efficient and of high quality.

  • Excellent verbal, written communication and presentation skills together with the ability to deliver to SMT level.

  • Proven commercial awareness and a track record of working with multinational vendors/partners.

  • Experience in creating a high performance culture through target setting, performance evaluation, and employee engagement.

  • Service Management capabilities in particular Service Level Management, Incident Management, Change Management and Asset Management, ITIL accreditation an advantage.