About AkzoNobel

Since 1792, we've been supplying the innovative paints and coatings that help to color people's lives and protect what matters most. Our world class portfolio of brands – including Dulux, International, Sikkens and Interpon – is trusted by customers around the globe. We're active in more than 150 countries and use our expertise to sustain and enhance the fabric of everyday life. Because we believe every surface is an opportunity. It's what you'd expect from a pioneering and long-established paints company that's dedicated to providing sustainable solutions and preserving the best of what we have today – while creating an even better tomorrow. Let's paint the future together.

For more information please visit www.akzonobel.com

© 2024 Akzo Nobel N.V. All rights reserved.

Job Purpose

The AMS Delivery Manager drives the delivery of AMS services in line with customer expectations, budget and service levels in an operational excellence fashion. The delivery manager is responsible for ensuring that service providers deliver these services as per agreed budget, performance levels. Contribute to and incorporate these services in the end to end services to be delivered to the customers. This with the help of peers in the global delivery organization. The AMS Delivery Manager reports into the Domain Manager AMS in the GPO organization. GBS IM Services is the global service delivery unit within GBS, under the responsibility of the GPO IM. GBS IM Services is responsible for the (End-to-End) IT services provided to the BU/Bas and the end-users across the globe. This group is responsible for simplifying, standardizing, globalizing and automating processes. A large part of the service delivery activities is sourced to external strategic partners. This implies that the GBS IM Services unit is largely dependent on the performance of and cooperation with these partners.

Key Activities

Delivery Management

Responsible for delivery and service management of a set of IM AMS services.
Maintain and improve user satisfaction with the quality of IM Application services
Help increase user and customer satisfaction of service delivery, by handling all service and incident requests efficiently and professionally
Understand his/her part within an End to End Service mindset not just the Application components and impact from a business/user's perspective
Enhance business perception of IT by quickly resolving and communicating requests and incidents
Responsible for execution of the service level agreements from suppliers in this domain and towards the customers and ensuring that these are met
Cooperate with delivery managers of other domains, the involved domain managers and service delivery managers in creating an end to end service experience for the customer
Makes sure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate and aligned for the agreed service level targets
Monitors and reports on service levels
Responsible for ongoing analysis, documentation, management and reporting of incidents and requests in daily operations
Ensure high visibility and right communication to the business and IT support staff
Contribute to the operational integrity of AkzoNobel globally through continuous improvement.
Ensure consistently high service performance, monitoring of employees and evaluation of business feedback to develop quality improvement processes
Coordinate business improvements of the Application Services
Oversees the delivery of Application services by key suppliers
Recognizes potential strategic application of IT solutions/assets to the benefit of the organization
Drive knowledge management and value extraction within the Application domain
Ensure that work instructions are provided that work schedules are established and that adequate resources are assigned to ensure effective end-to-end service delivery, this to be able to meet customer specifications and service levels
Coordinate and check all invoices against contracted and delivered services
Forecast planning per agreed period including suppliers GBS / generic
Collaboration with peers in the full service chain

Pro-actively contribute to the operational integrity of GBS operations globally through continuous improvement and operational excellence

Actively seeks alignment and cooperation (shoulder to shoulder mindset) with the other GBS and IM domains
Raise the bar by continuously look for ways to improve, also by staying abreast of external trends

Experience

Experience / Education

Master/ bachelor degree in business management, computer science, computer engineering.
Professional with minimum of 6 years of experience in the IT sector including 2-4 years managing IT services & professionals across a diverse geographical and cultural spread
Strong project management / portfolio managements experience
Knowledge of the manufacturing/ process industry
Knowledge of best practice solutions in the shared solutions space
Experience in relevant AMS services in domain
Individual must demonstrate ability to act autonomously

Key Generic Competencies

Excellent communication and stakeholder management
Ability to remain neutral toward technology, vendor and product choices, as well as to be more interested in results than in personal preferences
Ability to balance the long-term (or big-picture) and short term implications of individual decisions
Ability to see the whole picture (helicopter view) as well as being able to focus in to the detail
Fluent in written and spoken English
Dedicated to reach and maintain high quality standards
Strong analytical skills
Ability to influence internal and external parties

At AkzoNobel we are highly committed to ensuring an inclusive and respectful workplace where all employees can be their best self. We strive to embrace diversity in a context of tolerance. Our talent acquisition process plays an integral part in this journey, as setting the foundations for a diverse environment. For this reason we train and educate on the implications of our Unconscious Bias in order for our TA and hiring managers to be mindful of them and take corrective actions when applicable. In our organization, all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

Requisition ID: 53618

Technical Engineer LAN