IT Service Delivery Manager

hace 2 semanas

Madrid, España DHL A tiempo completo

**IT SERVICE DELIVERY MANAGER**

**Job Purpose**: The IT Service Delivery Manager (IT SDM) is responsible for the management of front-line team to ensure the delivery and support of IT services to a geographically assigned set of sites.

**Main Accountabilities**:

- 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 towards succesful resolution.
- Facilitate regular service reviews with (internal) customers/sites and report to the business on delivered service.
- Team Management to Ensure a proper change management communication is in place and manage expectations and escalations.

**Requirements**:

- Minimum 5 years in IT service management roles with strong knowledge of IT service management processes.
- Minimum 3-5 years of experience in supply chain / logistics or other fast-paced sectors.
- Fluente Level of English.
- Understanding of complex logistics operations and processes, ideally in one or more DHL core sectors.
- Knowledge of the DHL Supply Chain organization and/or experience in other divisions is an advantage.
- Bachelor 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 ITIL 4 )
- Office 365, Power Apps and Sharepoint/programming.
- 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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