DESCRIPTION:
We are looking for an experienced IT Service Delivery Manager to join
our IT team to oversee a number of key functions within the IT
department that enable the delivery of a high quality service to end
users, and to ensure Service Support and Service Delivery processes
are in place to meet business needs.
The ideal candidate would be responsible for day-to-day service
operations, supporting resolution activities for service requests,
incidents and major incidents for infrastructure services,
applications and the desktop computing environment across our global
user base in line with the agreed service levels agreements.
The successful candidate will have demonstrable stakeholder and
customer relationship management experience and will support the
demand pipeline technology stakeholders, as well as working with
internal teams to define and improve relevant SLAs. Preferably, you
will have experience of service transition within a project
environment and be able to demonstrate excellent written and oral
communication skills.
This is a broad, highly interesting, challenging and diverse role
requiring the successful candidate to work with a range of
technologies, IT stakeholders and external service providers to ensure
the continuous delivery of high quality IT services to Our internal
customers.
ESSENTIAL FUNCTIONS
Service Management
Q. Maintain high performing service support functions including
infrastructure, applications, IT Service Desk, desktop support and VIP
Support
Q. Owner of the Incident, Service Request and Escalation processes,
ensuring high levels of performance in these processes, accurate
reporting and establishing service improvement activities when
required
Q. As owner of the escalation process the Service Delivery Manager
will take ownership of major incidents to ensuring coordination of
resolving parties, effective communication to stakeholders and post
incident review
Q. Deliver excellent Presentation and Audio Visual support, ensure
meeting room technology is maintained to high standards and routinely
checked to ensure high levels of availability
Q. Make recommendations for Service Improvement Plans and ensure
actions are followed through to completion in a timely manner
Q. Work with internal and third party teams to ensure actions are
taken and completed to protect and improve services
Q. Provide regular and accurate management reporting on IT Service
performance
Q. Monitor, control and support service delivery; ensuring systems,
methodologies and procedures are in place and followed
Q. Represent Service and Support in projects and developing a strong
understanding of projects impacting your service area and ensuring
service impact is minimised and agreed
Q. Drive internal and third party service review meetings covering
performance, service improvements, quality and processes
Q. Manage the desktop computing environment to ensure that laptops and
other access devices are built and maintained to high standards of
performance and security
JOB REQUIREMENTS, QUALIFICATIONS AND COMPETENCIES
EDUCATIONAL/EXPERIENCE
* BSc or MSc in Computer Science, IT related discipline or equivalent
* 5+ years of experience in Service Management or Support with
strong track record of managing IT services in outsourced environments
in a hands-on customer facing role
* Hold an ITIL v3/v4 Foundation certification in Service Management
* In-depth knowledge of IT Service Management (ITSM) processes
Incident / Problem / Change etc.
* Strong project management skills
* Significant experience of Stakeholder and Customer Relationship
* Familiarity with applicable legal and regulatory requirements,
including, but not limited to, GDPR and the U.S. Sarbanes-Oxley Act
(SOx) is highly desirable.
* Supplier and Vendor Management Experience
TECHNICAL/FUNCTIONAL
* ITIL certified
* Excellent understanding of infrastructure disciplines including
Microsoft, VMware, Citrix, network technologies (LAN & WAN),
Datacentre / storage area networks.
* Cloud certification and/or experience with Cloud technologies
highly beneficial
CLIENT RELATIONSHIPS
* Experience of working with multiple parties including senior
business stakeholders and third party vendors on delivering high
profile, high visibility projects
* Ability to make an impact and have credibility in interactions
across business groups
* Ability to work under pressure, handle complex change and
prioritise key activities
TEAM MANAGEMENT
* Ability to complete assignments with minimal direction
* Excellent interpersonal, written, and verbal communication skills
in English
* Problem Solving / Analytical Skills
* Strong Communication & Presentations Skills (Oral & Written)
* Works well independently and as part of a team
ADDITIONAL COMPETENCIES
* Detail-oriented, strong work ethic, willingness to learn, and able
to handle multiple priorities and deadlines simultaneously
* Flexible and self-starting with an exceptional aptitude for
dealing with ambiguity, unexpected emergencies, frequent
interruptions, and competing deadlines
* Demonstrated skill at identifying and providing potential
resolutions to complex problems
OTHER INFORMATION
* Must be able to work overtime and weekends when necessary
* Demonstrate intellectual curiosity: develops knowledge base and
skill set beyond that called for by immediate tasks; pushes the
?knowledge envelope?; evaluates results of own work and that of
others critically vs. purely focusing on production; continuously
questions processes and / or methods and seeks opportunities for
improvement; thoughtfully challenges conventional wisdom
JOB DESCRIPTION
DESCRIPTION:
We are looking for an experienced IT Service Delivery Manager to join
our IT team to oversee a number of key functions within the IT
department that enable the delivery of a high quality service to end
users, and to ensure Service Support and Service Delivery processes
are in place to meet business needs.
The ideal candidate would be responsible for day-to-day service
operations, supporting resolution activities for service requests,
incidents and major incidents for infrastructure services,
applications and the desktop computing environment across our global
user base in line with the agreed service levels agreements.
The successful candidate will have demonstrable stakeholder and
customer relationship management experience and will support the
demand pipeline technology stakeholders, as well as working with
internal teams to define and improve relevant SLAs. Preferably, you
will have experience of service transition within a project
environment and be able to demonstrate excellent written and oral
communication skills.
This is a broad, highly interesting, challenging and diverse role
requiring the successful candidate to work with a range of
technologies, IT stakeholders and external service providers to ensure
the continuous delivery of high quality IT services to Our internal
customers.
ESSENTIAL FUNCTIONS
Service Management
Q. Maintain high performing service support functions including
infrastructure, applications, IT Service Desk, desktop support and VIP
Support
Q. Owner of the Incident, Service Request and Escalation processes,
ensuring high levels of performance in these processes, accurate
reporting and establishing service improvement activities when
required
Q. As owner of the escalation process the Service Delivery Manager
will take ownership of major incidents to ensuring coordination of
resolving parties, effective communication to stakeholders and post
incident review
Q. Deliver excellent Presentation and Audio Visual support, ensure
meeting room technology is maintained to high standards and routinely
checked to ensure high levels of availability
Q. Make recommendations for Service Improvement Plans and ensure
actions are followed through to completion in a timely manner
Q. Work with internal and third party teams to ensure actions are
taken and completed to protect and improve services
Q. Provide regular and accurate management reporting on IT Service
performance
Q. Monitor, control and support service delivery; ensuring systems,
methodologies and procedures are in place and followed
Q. Represent Service and Support in projects and developing a strong
understanding of projects impacting your service area and ensuring
service impact is minimised and agreed
Q. Drive internal and third party service review meetings covering
performance, service improvements, quality and processes
Q. Manage the desktop computing environment to ensure that laptops and
other access devices are built and maintained to high standards of
performance and security
JOB REQUIREMENTS, QUALIFICATIONS AND COMPETENCIES
EDUCATIONAL/EXPERIENCE
* BSc or MSc in Computer Science, IT related discipline or equivalent
* 5+ years of experience in Service Management or Support with
strong track record of managing IT services in outsourced environments
in a hands-on customer facing role
* Hold an ITIL v3/v4 Foundation certification in Service Management
* In-depth knowledge of IT Service Management (ITSM) processes
Incident / Problem / Change etc.
* Strong project management skills
* Significant experience of Stakeholder and Customer Relationship
* Familiarity with applicable legal and regulatory requirements,
including, but not limited to, GDPR and the U.S. Sarbanes-Oxley Act
(SOx) is highly desirable.
* Supplier and Vendor Management Experience
TECHNICAL/FUNCTIONAL
* ITIL certified
* Excellent understanding of infrastructure disciplines including
Microsoft, VMware, Citrix, network technologies (LAN & WAN),
Datacentre / storage area networks.
* Cloud certification and/or experience with Cloud technologies
highly beneficial
CLIENT RELATIONSHIPS
* Experience of working with multiple parties including senior
business stakeholders and third party vendors on delivering high
profile, high visibility projects
* Ability to make an impact and have credibility in interactions
across business groups
* Ability to work under pressure, handle complex change and
prioritise key activities
TEAM MANAGEMENT
* Ability to complete assignments with minimal direction
* Excellent interpersonal, written, and verbal communication skills
in English
* Problem Solving / Analytical Skills
* Strong Communication & Presentations Skills (Oral & Written)
* Works well independently and as part of a team
ADDITIONAL COMPETENCIES
* Detail-oriented, strong work ethic, willingness to learn, and able
to handle multiple priorities and deadlines simultaneously
* Flexible and self-starting with an exceptional aptitude for
dealing with ambiguity, unexpected emergencies, frequent
interruptions, and competing deadlines
* Demonstrated skill at identifying and providing potential
resolutions to complex problems
OTHER INFORMATION
* Must be able to work overtime and weekends when necessary
* Demonstrate intellectual curiosity: develops knowledge base and
skill set beyond that called for by immediate tasks; pushes the
?knowledge envelope?; evaluates results of own work and that of
others critically vs. purely focusing on production; continuously
questions processes and / or methods and seeks opportunities for
improvement; thoughtfully challenges conventional wisdom
We need : English (Good)
Type: Permanent
Payment:
Category: Others
