IT Global Service Delivery Manager

Edenred is a pioneer, a tech leader and the everyday companion for people at work across the world.
Our 12,000 employees are committed to making the world of work a better place for all, one that is safer, more efficient and more user-friendly. At Edenred, our passion for customers, respect, imagination, simplicity and entrepreneurial spirit are our values. For anyone who needs to vibe in their professional life, we are the best place for you to work and grow.
The Edenred Digital Center (EDC) in Bucharest, Romania is Edenred Group's largest Digital hub for strategic #tech projects.

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.