Global Service Delivery Manager

Angajator: Edenred Digital Center
  • IT Software
  • Tip job: full-time
    Nivel job: Manager
  • Job la nivel national
    Actualizat la: 25.10.2020
    Scurta descriere a companiei


    Must have:
    - A passion for Service Improvement
    - Experienced Service Management professional
    - Previous experience as a Team Lead or demonstrable experience in leading virtual teams
    - Experience of managing 3rd parties and 3rd party delivered services
    - Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
    - Expert knowledge of ITIL disciplines
    - Excellent leadership and people management skills
    - Excellent written and verbal communication skills
    - Willingness to support and mentor junior staff
    - Excellent customer facing/customer service skills
    - Able to work under pressure and meet deadlines
    - Able to demonstrate a high degree of flexibility including shift and out of hours working
    - Excellent organizational skills
    - Able to manage sensitive and sometimes confidential information
    - Self-motivation and able to take responsibility
    - Able to manage and prioritise and tasks and time efficiently
    - Able to demonstrate initiative and a proactive approach to daily tasks.
    - Fluent English speaker

    Nice to have:
    - French/Spanish language speaker
    - Knowledge of IT group organization, processes and stakeholders.
    - ITIL Foundations
    - Work experience: +10 years
    - Minimum education level: Bachelor’s degree in Telecommunication, Computer Science or related field


    Service Management

    - Maintain high performing service support functions including and IT Service Desk
    - Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
    - 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
    - Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
    - Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed
    - Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
    - Drive internal and third-party service review meetings covering performance, service improvements, quality and processes

    - Ensure that training services are in place to educate staff on ITIL and service management processes

    Performance & Quality

    - Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
    - Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
    - Provide regular and accurate management reporting on IT Service performance
    - Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment
    - Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.