IT Service Delivery Manager
hace 4 días
**IT SERVICE DELIVERY MANAGER**
**Job Purpose**:
The IT Service Delivery Manager (IT SDM) is responsible for the management of the front-line team to ensure the delivery and support of IT services to a geographically assigned set of sites.
**Main Responsibilities**:
- Team Management to ensure proper change management communication is in place and manage expectations and escalations.
- Build strong working relationships with the management of the assigned sites, with the responsible IT Business Partner(s), with other IT functions in country/cluster, and with the regional ISM team.
- Set up IT site support models following the regional/global guidelines and structures and manage IT support as defined in these site support models.
- Ensure that the right services and corresponding SLAs are chosen for individual customers and ensure that services are delivered within these agreed SLAs.
- Stay on top of operational services and channel internal and external customers' escalations toward a successful resolution.
- Facilitate regular service reviews with (internal) customers/sites and report to the business on delivered service.
**Requirements**:
- Minimum 5 years in IT service management roles with strong knowledge of IT service management processes.
- Bachelor’s degree in computer science, Business Administration or relevant education and work experience
- ITIL qualification: Practitioner in Service Level Management, Practitioner in IT Incident Management. (Ideally ITIL4)
- Office 365 y Power Apps
- Sharepoint/programming/Database Skills
- Excellent verbal and written communication skills.
- Getting commitment to action through consideration of impacts. Combine formal and informal communication channels to achieve the desired outcome.
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