Technical Engineer LAN

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