Service Delivery Manager

Your new role and environment.

As IT Service Delivery Manager, you are responsible for leading the design and implementation of IT Service Management processes & policies and for monitoring their performance through a set of KPI’s reflecting the expected Service Level Requirements in terms of service delivery and operations. You own and lead the execution of the process development and improvement roadmap for multiple ITIL processes.

The Data Insights Analytics & Customer Engagement team is responsible for the design, development and operation of the regional Azure & SAP Data Platform and Salesforce and is supporting the local business/brands and IT teams in generating value from their data assets.

Our mission is to provide our internal customers with valuable data assets in a self service yet fully governed market place.

Key responsibilities of your role.
You are expected to deliver with your team the E2E observability requirements that will enable to closely monitor both the applications and the underlying infrastructure. This includes the definition of alarming, logging and pro-active monitoring methods that will help the operational support team meeting its service level targets.

The responsibilities of the IT Service Delivery Manager include steering the continuous service improvement activities and orchestrating the delivery and prioritization of those service improvement items. As such, you should also define, manage and prioritize the backlog of operational activities (incidents, problems, continuous improvements, changes,…) according to agile principles.

In this position, you’re expected to work hand in hand with the engineering teams, ensuring that the operability criteria are defined in the early stages of the Software Delivery Lifecycle and that the handover from engineering teams to operations is managed smoothly and efficiently, hence ensuring an optimal operational quality of service. Also, you will be involved in transformation projects.

Your team oversees the following key processes:

• Application & infrastructure operations, maintenance and support;
• Configuration and asset management;
• Change management;
• Knowledge management;
• E2E Service monitoring, daily operations and administration
• Incident and Problem management;
• Service Level management & reporting.

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:

• University Degree in Computer sciences or any other discipline of technical orientation
• Mandatory prior experience of minimum 5-10 years in a related work experience.
• Minimum 5 years experience in IT Service Management (ITSM) and ITIL process management
• Previous exposure to both contract and SLA/OLA management
• Experience of ITSM software suite and logging & monitoring tools
• Strong knowledge of SDLC processes and corresponding DevOps tooling & frameworks
• Previous experience working in a scaled agile environment
• Previous experience in managing transformation projects
• Familiar with RFP processes, contract management with System Integrators
• Any of the following certifications:
  • Agile/SAFe certifications
  • ITIL / CMMI / ISO

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

• Service & result oriented with strong analytical and problem solving skills
• Strong business acumen
• High standard work ethics and ability to establish a vision and drive the change management
• Teamwork and ability to operate within a large team in a matrix organization: involves others, shares knowledge and seeks opportunities for cross functional working and collaboration
• Excellent command of the English language both written & spoken