R&D IT LAB Service Delivery Manager

VON Consulting is an HR Consultancy company, providing solutions and services in the following areas: recruitment and executive search, personnel leasing, payroll, administration and training.

Core competencies and qualifications:
 3+ years experience in customer service management;
 Education: Degree in Information Systems, Computer Science or equivalent certification/experience;
 Resource Management experience: performance management, workload distribution, team development, knowledge management;
 Proven experience as Service Delivery Manager in a complex, security driven and technologically diversified environment, preferably in the High Tech sector;
 Good working knowledge of ITIL processes, certifications would be a plus;
 Good working knowledge of SAFe framework, certifications would be a plus;
 Proven track of analyzing, structuring and simplifying complex landscapes with multiple technology layers
 Good understanding of the basics in networking, desktop workplace, firewalls, storage, computing, and virtualization;
 Experience with enterprise-level system and service monitoring solutions is a must. Experience with Service Now is a plus;
 Business English is a must, both written and verbal.

Soft skills
 Ambitious and outgoing personality who enjoys a fast-paced technology environment;
 Strong leadership and decision-making skills;
 Strong analytical skills;
 Effective verbal and written communication skills ;

 Autonomy: able to take on assignments, driving through contacting the appropriate parties to get them done and escalate when progress is impeded;
 Strong motivation to apply and promote End-to-End thinking;
 Able to speak both the language of the Designer and the IT engineer.

 Organize, set up and manage operational services;
 Leads delivery of team based on the SLA and identifies and addresses any areas of concern in outputs;
 Manage projects, in terms of deadlines, quality, risks and customer satisfaction;
 Produce performance monitoring reports;
 Maintain familiarity with current and upcoming IT services and other developments;
 Opportunity identification for Service delivery improvement, automation, speed/simplicity/trust enhancement and management via internal due diligence to create a pipeline of opportunities:
 Ensure teams follow best practices and maintain service agreements;
 Set targets for improvements in quality, costs and resource utilization;
 Shares expertise and knowledge with team members and counselees on an ongoing basis;
 Customer orientation and responsiveness.