Service Delivery Manager (Europe)

LET'S TALK ABOUT YOU

• College diploma or university degree in the field of computer science and/or five years equivalent work experience
• Certification in ITIL, Foundation, preferred, ???Operational Support and Analysis??�
• Proven experience with Service Now
• Extensive knowledge of computer hardware including end user devices and peripherals
• Experience with desktop and server operating systems
• Familiarity with the advanced principles of ITIL, Operational Support and Analysis
• Proven track record of developing and providing SLAs and Service Desk deliverables
• Demonstrated progressive experience in the management of a technical support team
• Solid relationship management and performance management skills
• Strong customer service orientation
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Good written, oral, and interpersonal communication skills
• Exceptional interpersonal skills, with a focus on listening and questioning skills
• Ability to present ideas in business-friendly and user-friendly language
• Highly self-motivated and directed
• Keen attention to detail
• Team-oriented and skilled in working within a collaborative environment

Your responsibilities

• Ensuring that SLAs and KPIs are met for the region
• Analyze performance of Service Desk activities, identify problem areas, ensuring stakeholders and senior leadership in the region are satisfied with Service Desk services; regularly present regional SD KPIs to stakeholders
• Monitor incident trends and anticipate potential problems for proactive resolution; devise and deliver solutions to enhance quality of service to the region to prevent future problems
• Oversee the management of regional Major Incidents
• Provide direct input to performance appraisals of Service Desk regional lead assigned by the provider
• Liaise with vendors in the region to oversee prompt response to resolve issues impacting the region
• Act as an escalation point and Complaint manager for the region
• Ensure appropriate training initiatives for new and existing staff by provider.
• Enforce request handling and escalation policies and procedure
• Contribute to escalated problem resolution by giving in-person, hands-on support to end users in the region when necessary
• Track and analyze trends in Service Desk requests and generate statistical reports for the region
• Work closely with UseIT and IT Business Partners to Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency
• Attend Change Advisor Board (CAB) meetings

Work conditions

• 40-hour on-site work week with on-call availability, when needed
• Some travel may be required
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components

Your opportunities for personal growth

• The opportunity to engage in an exciting environment on challenging projects
• Strong professional support and working with colleagues around the world
• Professional development opportunities within the company
• To be part of a growing function with a dynamic, informal and inspiring working environment in a position that entails a large responsibility

LET'S TALK ABOUT US

"Let's make tomorrow different today" is our genuine commitment at Siemens Energy to all customers and employees on the way to a sustainable future.

In our Business Functions we enable our organization to reach their targets by providing best-in class services and solutions in the areas of IT, HR, Finance, Real Estate, Strategy & Technology and more.

The Regional Service Delivery Manager's role is to oversee Service performance in the region and ensure that end users are receiving the optimal assistance. Ensure consistent service levels and quick resolutions are being met or exceeded. The Regional Service Delivery Manager will also contribute to identify address/escalate problems to the corresponding service providers and resolution by giving in-person hands-on support to end users when necessary.

MORE INSIGHTS

Be Energized. Be you.

Lucky for us, we are not all the same. Through diversity we generate power. We run on inclusion and compassion. Our combined creative energy is fueled by at least 130 nationalities. Siemens Energy celebrates character ??? no matter what ethnic background, gender, age, religion, identity, or disability. We energize society. All of society.

Jobs & Careers: https://www.siemens-energy.com/global/en/company/jobs.html

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