Service Delivery Manager

JOB SUMMARY

The Service Services Manager is responsible for managing and maintaining hardware and IT systems to support global operations. The role ensures high system availability, optimal performance, and timely technical support. In addition, the manager leads initiatives for proactive end-user training and awareness to enhance overall IT service efficiency and user experience.

KEY ACCOUNTABILITIES

Team Management

• Manage the assigned service team ensuring they understand their roles, responsibilities and KPI’s.
• Incent the technical team to become a cohesive entity enabling the rapid deployment of quality services.
• Actively work with peers and management to build and maintain strong, productive working relationships.
• Continuously review, adjust and train the assigned technical team to ensure their capabilities enhances

Operational integrity

• Ensure the operational integrity of Support Services executed on multiple platforms.
• Ensure that agreed SLA´s is followed.
• Manage all utility computing services, including Messaging, CMS, Hyperion, Databases, ERP

Implementation

• Manage & support projects (time, budget, scope).
• Install and configure applications, upgrades and patches, batch job scheduling.
• Interaction with peers within the Service Delivery and Solutions Delivery teams to drive the operational integrity of key business applications and services.
• Ensure performance testing is managed and make sure adequate resources are in place to provide the right performance.

Technical platform changes and administration

• Manage upgrade installs, new releases and deployment of operating systems software.
• Provide timely, effective and efficient processes to ensure system integrity and business protection.
• Ensure end-user security settings are appropriate.
• Monitor all components of infrastructure.
• Monitor key application end user performance through synthetic transaction monitoring.
• Ensure data availability, maintain data security & integrity, and optimal system performance.
• Ensure that agreed Backup & Disaster Recovery Plan is followed.
• Manage invoices and IT cost / spent, budget follow up

Support

• Ensure the effectiveness and the continuous improvement of the L1 & L2 support operations.
• Ensure Problems are analyzed and managed.

Vendor Management

• Ensure outsourced services associated with the support of all technical platform specialists are followed

Asset Management

• Manage for the inventory of end user devices (hardware and software)

Change Management

• Manage regional / outsourced services associated with the support of all technical platform specialists to ensure delivery of service in compliance with the contracted service level agreements.

Communication

• Responsible for the communication to end users.

JOB REQUIREMENTS

Education & Experience

• 5+ years of previous experience in IT Operations / platform administration and management or team leadership
• Experience with IT Service management processes and application deployment
• Experience with Project Management / Insight into Project Methodology
• Experience managing significant external service providers and associated relationships
• Proven track record of dealing with dealing with highly sensitive information and data
• Good understanding of the company’s goals and objectives including key service processes
• Good industry knowledge of IT operations services trends and directions
• Proven track record of coordinating teamwork in a multicultural environment and managing staff over remote sites
• Availability to travel: Occasionally

Functional & Leadership Competencies

• Proficient knowledge of technical platforms, including O365, SharePoint, etc.
• Infrastructure operations knowledge and management capabilities
• Strategic vision
• Team Management

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