IT Global Service Delivery Manager

Job Category: IT Infrastructure - Global Excellence
Job Type: Full Time
Job Location: Bucharest Romania partial remote role

As part of the company’s digital transformation our Client has launched a major program to rationalize and modernize its IT infrastructures and consolidate the existing IT operations to create a global organization.

Key responsibilities

Job purpose

The IT Service Delivery Manager oversees 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. This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.

Directly reports to: Director Global Infrastructure & Operations

Directly supervises (operationally): Leads Service Delivery teams and/or project manager

Key interactions:

Internally: Business Unit leaders, IT Applications managers, Engineering & integration Managers. IT Operations teams, IT enterprise & Technical architects, IT design Manager, IT Delivery Manager, Digital Workplace manager

Externally: Business Units, Cloud providers (public/private), vendors

Job scope: The IT Service Delivery Manager is responsible managing, rationalising and and modernizing service delivery for remote and geographically dispersed users with end-to-end service delivery.

Main Responsibility for:

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 IT 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

Quality, Performance, Continuous Improvement:

  • 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
  • Act as 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.

Candidate Profile

Must have:

  • A passion for Services Improvement with critical results achieved
  • Experienced Service Management (service based organisation) professional
  • Previous consistent experience as a multi-cultural 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 skills
  • Excellent written and verbal communication skills
  • Highly capable 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.

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 similar

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