Service Delivery Manager

Your new role and environment.

The Service Delivery Manager will be the primary liaison between our SAP AMS provider and Core Retail BeCSE (Belgium, Central and Southern Europe) tech, with all its domain functions, cross-functional or non-CRP functions (e.g. GSO) and Local IT leads.

The Service Delivery Manager's main role will be to oversee the quality-of-service delivery, the effectiveness of the collaboration along with managing AMS vendor performance and tracking finances (invoicing, penalties, etc).

The SDM will use creativity to establish and/or revise processes to provide consistently high levels of customer service in a cost-effective manner.

The SDM collaborates closely with the Product Owner and cross-functional teams to ensure service agreements are met and assist with contract follow up and renewal.

As Service Delivery Manager, you’ll be joining our Transformation & Tech Control department.

You’ll have a wonderful combination of freedom and responsibility so that you can take ownership of the work that you do. You’ll find your horizons broadening, too, thanks to working with people as smart and encouraging as you but from different countries and areas of expertise. You’ll always feel supported, too. We want people who are better than us and we’ll do everything we can – building your talent and skills – to help you stay ahead.

Key responsibilities of your role.

• Effective operational collaboration between Service Provider and internal Stakeholders
• Actively work with the business to agree services required and ensure appropriate service level agreements are implemented and managed with appropriate business focused KPIs in place to enable highly effective monitoring of performance.
• Focuses on keeping the business satisfied with the AMS vendor’s services, fixing any reliability issues, tracking service metrics, and managing the budget.
• AMS Contract management
• Participate in the planning, implementation, control and review of SAP AMS service delivery, ensuring it meets business requirements and satisfies IT commitments
• Ensure Overall Contract terms fulfillment by Service Provider
• Validate and formally report contractual Service Provider performance
• Manage contract changes needed (extensions-improvements) partnering with Legal and NFR, in alignment with the different stakeholders
• Trigger timely contract reconduction – or termination
• Financial administration and tracking
• Ensure a cost effective and business focused service delivery model is provided.
• Identify, assess, and mitigate risks associated with service delivery, ensuring business continuity and minimizing disruptions to operations.
• Ensure that the team develops effective working relationships at all levels and inspire colleagues to embrace and embed new ways of working.
• Ensure the service strategy, portfolio and catalogue are created and accurately maintained and fit for purpose.
• Develop and implement operating level agreements between the various IT and business teams to ensure all parties understand their responsibilities and commitment to ensure a successful overall delivery of service.
• Implement service improvement plans where required, and regular monitoring and reporting on the progress of these plans.

What’s in it for you?

We ask a lot. (We’re looking for the best, after all). But we offer a lot, too.

So, what do we have in store for you? We offer flexible hours and a hybrid working model, allowing you to work both from home and at the office. We provide competitive benefits to support health, well-being and your professional growth. This includes: a significant budget on benefit platform and a yearly bonus. At AD01 we welcome everyone, just the way you are, and encourage individual growth with valuable opportunities and a worldwide across-brand network.

Requirements.

We think you’ll be best geared for success if you can meet the following requirements:

• experience as Service Delivery Manager, preferably in a support organization
• SAP knowledge
• Experience working with ITIL processes
• Service Now experience, to be able to create queries and reports
• Drive continuous improvement in service quality and customer satisfaction

It goes without saying that so-called ‘soft skills’ are just as important as their ‘hard’ cousins. We also highly value:

• Strong communication and interpersonal skills
• Presentation skills and ability to go from details to management summary level
• Team player: involves others, shares knowledge and seeks opportunities for cross functional working and collaboration
• Adaptable to situations and different/multicultural environments
• Demonstrates flexibility; revises plans and decisions in the light of new information and changing circumstances
• Ability to work independently and collaboratively in dynamic environment
• Excellent command of the English language both written & spoken

Apply now
If you’re excited to help us grow, then please apply now. If you feel like you might not tick all the boxes but have the skills and personality we’re looking for, then please also apply now!

Got questions? Don’t be shy. Loredana Danila, at florentina-loredana.danila@ad01.com, has answers.
For us, diversity means being inclusive of thoughts and skills, generational differences, LGBTQ+, gender, race and ethnicity, disabilities, nationalities and more. We accept everyone for who they are.