IT Service Delivery Manager vois
5 months ago
**Role purpose**
SDM is responsible for ITSM BAU Operations (ensuring the service is delivered as per agreed SLAs and KPIs) and for the financial governance of the provided service.
Within the context of the above, the performed tasks include:
- Take a lead in ITSM organization and ensure that responsibilities of ITSM organization are performed as required;
- Ensure that ITSM policies, processes, working procedures and plans are documented and communicated to all people involved
- Facilitate implementation of processes, procedures and plans according with the requirements of ISO/IEC 20000-1-2018 standard
- Be accountable for Services through all lifecycle stages, for a portfolio of (internal) customers
- Support growth of business from internal customers through strategic engagement and relationship
- Understanding of the local market/group function IT strategy, business pressures/challenges
- Identification of the business growth opportunities, creation of opportunities pipeline
- Define and approve SLAs with internal customers as well as suppliers;
- Implement and monitor KPIs for service management.
- Take a lead in ITSM Organization to plan improvements in IT service management;
- Set targets for improvements in quality, costs and resource utilization;
- Organize and manage the governance meetings between service operations and the internal customer (regular meetings, monthly SLA and financial reporting)
- Plan and implement audit to determine whether the service management requirements:
- According with the service management plan and to the requirements of ISO/IEC 20000-1-2018 standard.
- Are effectively implemented and maintained.
- Opportunity identification for Service delivery improvement, automation, speed/simplicity/trust enhancement and management via internal due diligence to create a pipeline of opportunities
- Perform IT service risk assessment
**Core competencies, knowledge and experience**:
- Account management/business development
- Service management
- Customer relationship management
- Internal/external stakeholders management
- Financial governance
**Soft skills**:
- Communication Skills -strong interpersonal skills, ease in communication
- Teamwork - ability to work in a competitive environment and provide all the support required to other colleagues
- Detail-Oriented - analytical skills and focus on best-fit solutions to service delivery issues
**Must have technical / professional qualifications**
- Education: Bachelor Degree; IT or Telecommunication background would be a plus
- 5+ experience in IT Services (preferable in Telecommunication industry)
- 5+ leadership experience with globally distributed teams
- Must have the ability to grow business
- Customer relationship management
- Ability to establish mutual trusting and professional relationship
- Rigor and reliability in the follow up and implementation of actions
- Financial governance experience
**#_VOIS #WeMoveTheWorld #MoveWithUs**:
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