Head of Global Service Delivery

**Job Purpose**

The Head of Global Service Delivery (f/m/d) oversees several key functions within the Data & Tech teams that enables the delivery of a high-quality service to end users and o ensure service delivery processes are in place to meet business, security and regulatory requirements. The Head of Global Service Delivery will work out of the Data & Tech group to oversee the end-to-end service delivery of all D&T areas delivered across the Straumann Group.

**Main Tasks and Responsibilities**
- Act as function lead for the ITIL Support Services (Demand-, Incident-, Problem-, Change-, Knowledge-, Asset Management etc.) onsite support, services desk, to ensure high performance service levels on 24x7 basis.
- Familiarity with the Information Technology Infrastructure Library - IT service delivery managers are familiar with the processes and tasks described in the ITIL, which is a manual for IT service management.
- Ensure with End-to-End process management the best possible performance in quality, security, compliance, and costs.
- She/He integrates the new global Service Support processes across multiple functions, locational geographies, vendors and business units.
- Builds and manages the Project Portfolio Management and acts as Function Lead for the Project Methodologies used by the Data & Tech Teams.
- Taking ownership with her/his team of critical & major incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
- Taking accountability for service delivery performance, meeting customer expectations and driving future demand
- Build partner strategies and define standards & policies for vendor & contract management.
- Developing and sustaining long-standing relationships with company-approved vendors
- Establishing standards by which to assess the performance of approved vendors.
- Analyzing third-party and internal processes and creating strategies for service delivery optimization.
- Evaluating current vendor management programs and identifying ways to improve them.

**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
- + 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.
- + 2 years of experience as the responsible function for Project Management Office.
- A proven track record of building, managing and continuously developing Service Support Processes, Delivery Management, Project Management Office.
- Deep hands-on experience in managing Service Improvement Programs (SIP), Corrective & Preventive Actions (CAPA) etc.
- In-depth knowledge and experience in end-to-end process ownership
- Deep knowledge and proven track records of managing agile project methods, ideally with SAFe and Scrum
- Strong verbal and written communication skills in English with the ability to engage with and present to executive level, further languages a plus.
- Demonstrated ability to work in a matrix environment where a high degree of cross functional collaboration is required to deliver outstanding results
- Ability to travel globally (up to 20% of time)

**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
- Resilient - able to adapt and perform in changing customer and organizational environments, combined with a can-do attitude
- High level of integrity and commitment