Job description
Delivery and Service Manager
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Expected Achievements
- Define and apply local engagements while adapting central engagements (contracts) to local specificities.
- Ensure that services for clients are delivered in accordance with defined commitments.
- Facilitate and prepare changes in ongoing activities (Run operations).
- Foster efficient collaboration between stakeholders involved in service delivery, including onsite support partners and global/local partner companies.
- Challenge and validate user requirements and the solutions proposed by partners.
- Manage contractual and payment processes for partner/service companies.
- Oversee and manage the IT budget, ensuring cost efficiency and optimization.
- Identify and implement opportunities for service improvement and operational efficiency.
- Continuously monitor and analyze user satisfaction, implementing improvement actions as necessary.
- Provide support for site-specific local IT projects.
- Leverage ServiceNow for ITIL-based process management and service tracking.
- Maintain strong asset management practices, ensuring accountability and optimization of IT assets.
Skills Required
- Strong understanding of contractual obligations, vendor management, and payment processes.
- Proven experience in IT service management, with a focus on efficiency and user satisfaction.
- Proficiency in ITIL processes, with hands-on experience using ServiceNow or similar ITSM tools.
- Excellent communication and stakeholder management skills to interact with business units, service providers, and IT teams.
- Experience in budget management and cost control within an IT environment.
- Strong analytical and problem-solving skills to drive continuous improvement initiatives.
- Solid background in asset management, including tracking, optimization, and lifecycle management
- Experience in managing IT services in a global or multi-site environment.
- Familiarity with network (NET), digital applications (DAP), and end-user experience (EUX) services.
