Service Delivery Manager

hace 5 meses

Poligono Industrial Alcobendas, España Straumann Group A tiempo completo

**Job Purpose**:
As a Service Delivery Manager (f/m/d) your primary responsibility is to ensure the smooth and efficient delivery of Data & Tech services to clients and customers, following ITIL (Information Technology Infrastructure Library) service management processes. You will be responsible for managing and overseeing all aspects of service delivery, including service quality, customer satisfaction, resource allocation, and operational performance. Your role will involve collaborating with various teams, such as architects, engineers, technical support engineers, project managers, service managers, and service owners to ensure timely and effective service delivery.

**Main Tasks and Responsibilities**:

- Service Strategy:

- Work closely with Head of Global Service Delivery and with stakeholders to define and align service delivery strategies with business objectives.
- Conduct regular assessments to identify service improvement opportunities and develop corresponding plans.
- Define service portfolio, including service catalog and service level agreements (SLAs).
- Service Design and Transition:

- Work with project management teams to ensure new services or changes to existing services are effectively designed, documented, and transitioned into service delivery.
- Review and approve service designs, ensuring they meet quality and compliance standards.
- Collaborate with service transition teams to plan and execute service transitions with mínimal disruption to clients and customers.
- Service Operation:

- Ensure adherence to SLAs and operational level agreements (OLAs).
- Manage service performance KPIS and implement corrective actions when required.
- Manage incident and problem resolution processes.
- Ensure change management processes completion, assessing and approving changes based on their impact and risk.
- Manage request fulfillment processes.
- Ensure proper processes, support and maintenance of service components.
- Continual Service Improvement:

- Identify and implement process enhancements.
- Conduct regular service reviews to identify areas for improvement.
- Prioritize improvement initiatives and track their progress.
- Provide transparency and insights into service performance.
- Service Relationship and Financial Management:

- Act as the primary point of contact for service-related matters.
- Stablish relationship with technical and business owners to address performance, concerns, and identify opportunities for improvement.
- Collaborate with finance and budgeting teams to develop and manage the service delivery budget.
- Monitor and control costs associated with service delivery, ensuring adherence to budgetary constraints.
- Team Leadership and Resource Management:

- Matrix manage a team of regional and global service deliverers.
- Allocate and optimize resources to ensure efficient service delivery.
- Identify and address skill gaps through training and development initiatives.
- Conduct regular team meetings to align priorities, provide updates, and address any challenges or concerns.

**Requirements needed**:
**Education**:

- A Bachelor’s or Masters Degree in Business Management, Information Systems, Computer Science, Business Administration or a relevant field
- Certifications in the area of IT Service - (ITIL V4) and Project Management (Prince2, Scrum etc.)

**Experience**:

- Bachelor's or Master’s degree in a relevant field (e.g., Information Technology, Business Administration) or equivalent work experience.
- Proven experience in service delivery management or a related role, with a strong understanding of ITIL service management processes.
- Experience with ServiceNow (Administration or Development)
- Prove experience in Project Management Frameworks (Prince2, PMI, Agile)
- Leadership and team management skills.
- Exceptional communication and interpersonal skills, with the ability to build rapport with clients and internal stakeholders.
- Strong problem-solving and decision-making abilities.
- Ability to communicate translate technology solution into Business Services
- Ability to work under pressure and meet tight deadlines.
- Proficiency in using service management tools and systems.

**Personal Attributes**:

- Well-developed communication skills as an Idea, Thought and Group Leader
- Strong negotiations-, decision-making skills
- Leadership, tenacity and ability to manage by influence in a complex matrix and fast-pace evolving environment
- Excellent strategic and critical thinking skills with high degree of emotional intelligence
- Entrepreneurial spirit, creative problem-solving mindset
- Self-motivated team player
- Able to adapt and perform in changing customer and organizational environments, combined with a can-do attitude
- Exceptional communication skills, both verbal and written, with the ability to effectively convey complex information to diverse audiences.
- Customer-centric mindset and a commitment to delivering exceptional service.
- Strong a

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