IT Service Delivery Manager
hace 1 mes
About the Role
We are seeking a seasoned IT Service Delivery Manager to drive the success of our IT services, ensuring seamless delivery and support. This pivotal role aligns with our strategic objectives, focusing on high levels of performance, availability, and customer satisfaction.
Your Career Path
Oversee the end-to-end delivery of IT services, from creation to retirement, meeting business needs and performance standards. Manage incident, problem, and change management processes for timely resolution and minimal disruption. Monitor and report service performance metrics, identifying areas for improvement and implementing corrective actions. Develop and implement IT service management policies, processes, and procedures based on ITIL best practices. Collaborate with cross-functional teams for successful implementation and integration of IT services. Coordinate with vendors and third-party service providers to ensure service levels are met and maintained. Conduct regular service reviews with stakeholders, providing insights and recommendations for service improvements. Ensure compliance with internal standards, security concepts, and operational requirements. Provide guidance and mentorship to junior team members, fostering a culture of continuous improvement and excellence. Manage the full lifecycle of IT services, from planning and design to deployment and decommissioning, ensuring alignment with business objectives. Oversee commercial aspects of IT service management, including budgeting, cost control, and contract management with vendors and service providers. Ensure all IT services comply with relevant laws, regulations, and internal policies, maintaining up-to-date knowledge of compliance requirements and implementing necessary changes. Develop and maintain a risk management framework to identify, assess, and mitigate risks associated with IT services. Lead efforts to maintain and improve service quality, ensuring customer satisfaction and continuous service improvement.
Requirements
We require proven experience in managing IT services or projects, preferably with IT platforms. Expertise in ITIL framework and best practices is essential. Proficiency in IT service management tools and software is necessary. Strong analytical and problem-solving skills are required, with the ability to make data-driven decisions. Excellent communication and interpersonal skills are needed to build strong relationships with stakeholders. Ability to manage multiple priorities and work in a fast-paced environment. A Bachelor's or Master's degree in Information Technology, Computer Science, or a related field is preferred. Relevant certifications such as ITIL, PMP, or similar are highly desirable. Experience with cloud-based services and infrastructure is a plus. Demonstrated experience in managing the full lifecycle of IT services, including commercial and compliance responsibilities. Strong understanding of regulatory requirements and compliance standards in the IT industry. Experience in budget management, cost control, and vendor contract negotiations.
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