Senior Delivery Manager

hace 2 semanas

Madrid, Madrid, España Straumann Group A tiempo completo
Job Title: Senior Delivery Manager

Job Summary:

The Senior Delivery Manager is a key role responsible for managing and enhancing the delivery of infrastructure services through effective vendor management. This individual will oversee large-scale Master Service Agreements (MSAs) with strategic vendors, ensuring that service levels meet or exceed business requirements and expectations.

Main Responsibilities:

  • Negotiate, manage, and monitor MSAs for infrastructure services, ensuring compliance and performance.
  • Develop and maintain strong relationships with key vendors.
  • Own the Information Technology Infrastructure Library-defined processes.
  • Ensure end-to-end process management for best possible performance in quality, security, compliance, and costs.
  • Integrate new global Service Support processes across multiple functions, locational geographies, vendors, and business units.
  • Work closely with IT management to align vendor services with organizational objectives and strategies.
  • Align the provision of IT services to meet business needs in a cost-effective and timely manner.
  • Ensure that infrastructure services are delivered in line with agreed standards and SLAs.
  • Monitor service delivery performance, addressing any issues or gaps promptly.
  • Implement best practices in service management to achieve continuous improvement.
  • Take ownership of critical & major incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
  • Ensure that systems, procedures, and methodologies are in place to support service delivery.
  • Identify and manage risks associated with vendor services and infrastructure management.
  • Oversee budgeting and financial management for vendor services.
  • Serve as the primary point of contact for internal stakeholders regarding vendor services.
  • Build partner strategies and define standards & policies for vendor & contract management.
  • Lead a team of external service delivery professionals.

Requirements:

  • 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.).
  • > 15 years of experience in IT for different areas such as Service Delivery Management, application, infrastructure, software development, operation technology etc.
  • > 10 years of experience in IT service management (ITIL) processes working in international companies.
  • > 5 years of experience as the responsible function for Service Delivery Management.
  • Understanding of and experience in application & infrastructure architecture and a high awareness of information security models, information systems, networks, SAN, virtualization, and traditional data center skills.
  • Expertise in using ServiceNow as an IT Service Management (ITSM) platform and leveraging it to Enterprise Service Management (ESM).
  • Strong verbal and written communication skills in English.
  • Demonstrated ability to work in a matrix environment with a high degree of cross-functional collaboration.

Personal Attributes:

  • Excellence at discerning the interconnections among business objectives, data insights, application functionalities, and infrastructure services.
  • Highly skilled in negotiations, adept at making strategic decisions, with a focus on Vendor Management.
  • Demonstrates robust leadership qualities, persistence, and the capacity to lead through influence within a dynamic, matrixed, and rapidly evolving context.
  • Outstanding in strategic planning and critical analysis, complemented by a strong emotional intelligence.
  • Embodies an entrepreneurial mindset, equipped with inventive problem-solving capabilities.
  • Highly self-driven and an effective collaborator within team settings.
  • Demonstrates resilience and adaptability, thriving in fluctuating customer and organizational landscapes with a proactive approach.
  • Maintains the highest level of integrity and commitment in professional conduct.

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