University degree in an organizational related area.
At least 6 years relevant experience in IT Service Management in SAP-Centric houses in multinational organization.
At least 9 years of relevant experience in IT management positions.
Project management skills. Knowledge of project management vocabulary and terminology. Training and understanding of project domain.
ITSM in SAP-Centric houses, with responsibility over more than one country in different time zones and cultures.
ITIL V2 Manager Certificate -or- ITIL V3 Experts Certificate. Current or recent.
ITSM accredited certification at Expert or Master Level.
Hands-on experience in ISO-20000, 6S or TQM implementation in IT organizations.
Excellent interpersonal skills with the ability to build and develop relationships throughout different countries and cultures, able to communicate and work effectively with customers, employees and teams at all levels. Strong verbal and written skills are required.
Demonstrated ability to effectively handle multiple priorities and assignments. Team management ability.
Demonstrated ability to independently determine approach to work, and provide a detailed review of completed work for accuracy and efficiency.
Demonstrated ability to effectively handle multiple priorities and assignments.
Excellent documentation skills and attention to detail.
Ability to deliver technical presentations competently.
Able to produce and deliver relevant and effective training as required and necessary both into Managed Services staff and customers where relevant.
Datos del Puesto:
Leading multinational company - end client - is looking for a Service Delivery Manager for their office in Galicia.
This person is responsible of ensure successful delivery of IT services. He or she is also responsible of successfully support and execute the design, transition, operation and improvement of IT Service Delivery within the company defined Strategy.
Roles and Responsibilities:
Enforce proper IT Management standards, processes and level agreements are met and surpassed, both by internal providers and by third parties while meeting Business Expectations.
Actively support the tower leads in assuring third parties´ compliance to IT Governance processes
Propose and eventually define & execute any operational improvements, with specific focus on IT Governance, that are deemed appropriate by the IT Leadership Team.
Proactively seek improvements both for Business and IT with specific focus on IT Governance
Successfully support delivery of IT services.
Proactively Monitor Overall Performance of Services.
Define the Baseline of IT Services provided by the company.
Define, refine and improve KPI, SLA and IT Scorecards.
Meet or exceed the agreed SLA within the company IT Services.
Support in managing the different vendors to meet or exceed the agreed SLA. Ensure alignment between the vendor SLA and the company IT SLA.
Facilitate and coordinate Service Delivery meetings and Committees.
Proactively coordinate Incident, Problem Management when needed, promote and coordinate the required Task Forces.
Ensure Service Continuity initiatives as defined by the company IT Strategy.
Create, Manage and Distribute proper Service Delivery Reporting, coordinating, sponsoring and promoting the different meetings and committees.