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Service Delivery Manager

Keywords / Skills : Service Delivery Manager, SDM, End User Computing, EUC, Operations Readiness, SLA, PMP, ITIL, regional, global

10 - 15 years
Posted: 2018-08-31

Job Description
Service Delivery Manager  (EUC)

Role & Responsibilities 

The IT Service Delivery Manager oversees a number of key functions within the IT Share Services Organisation that enable the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs based on agreed Service Levels. This position is a stakeholder-facing role, and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard. 
Project
  • Work with PMO and IT leadership to understand infrastructure needs and goals for all projects in the portfolio 
  • Consolidate and communicate the needs to the infrastructure leadership team for network, systems administration and security. 
  • Enable planning and sizing of infrastructure needs to achieve the goals of reliability, performance and scalability in coordination with application teams and vendors as needed 
  • Project plan the procurement, configuration and deployment of new HW/SW in alignment with overall project schedules, factoring in resource constraints and availability, while ensuring adherence to budget and schedule 
  • Proactively identify schedule and resource risks, escalating as appropriate, and communicate status of project portfolio to team leadership on a regular basis 
  • Develop integrations with other applications in the enterprise application landscape where needed 
Operational Readiness (Transition)
  • Represent the Operations team at all project meetings to define and implement service acceptance criteria for both new and changing services. 
  • Work with Project Managers, Business Owners, Service Owners, Managed Service Partners, Operations teams and 3rd parties to ensure that projects are delivered in compliance with the SRP. 
  • Plan and manage service changes efficiently and effectively 
  • Manage risks relating to new, changed or retired services 
  • Successfully deploy service releases into supported environments 
  • Set correct expectations on the performance and use of new or changed services 
  • Ensure that service changes create the expected business value 
  • Provide good-quality knowledge and information about services and service assets. 
  • Planning and managing the capacity and resources required to manage service transitions 
  • Implementing a rigorous framework for evaluating service capabilities and risk profiles before new or changed services are deployed 
  • Establishing and maintaining the integrity of service assets 
  • Providing efficient repeatable mechanisms for building, testing and deploying services and releases 
  • Ensuring that services can be managed, operated and supported in accordance with constraints specified during the service design stage of the service lifecycle. 
Operations
  • Review monitor and report on committed service performance to contract both hard and soft deliverables including maintenance of business activities, improvement activities and end user feedback. 
  • Lead/update/understand and champion the measurement process by which Service Level Reviews are accessed including the submission and completion of monthly scorecard. Oversee the completion and set expectations associated with misses as well as highlight successes. 
  • Define expectations / approve plans for service improvement, problem remediation and resolution. Review the reports associated with the plans to ensure timelines, accuracy and control. 
  • Liaison to the business for user escalations. 
  • Ensure correct provisioning/deprovisioning/access levels for both retained and service provider personnel as well as IT peers and business users. Establish relationships needed for service provider to effectively deliver contracted services and exceed customer satisfaction and quality. 
  • Chair and lead operational performance review meetings with peers. 
Vendor Management
  • Evaluate potential suppliers using developed and agreed criteria to support alignment and understanding of the expectations and requirements of engagement 
  • Monitor and report on the performance of selected vendors to ensure delivery in line with contractual obligations and performance metrics 
  • Manage outward communication to vendors to facilitate understanding and awareness of organisational strategic direction, changes and challenges 
  • Manage the interaction between vendors and internal program delivery leaders to provide adequate visibility of interdependent initiatives and programs 
  • Liaise with procurement partners to review, report on and revise contractual agreements as necessary 

Qualifications

Knowledge and Skills
  • At least 5 years project management / service delivery management o 
  • Account management experience advantageous 
  • Proven track record of delivering projects within defined timelines under high pressure 
  • Project & programme management: able to manage complex projects including concurrent projects 
  • Decisive: must be able to use initiative to make quick decisions to resolve problems and overcome obstacles delaying delivery 
  • Customer management: tactful, resolute and committed to providing excellent customer service 
  • Ability to deliver technical present actions competently. 
  • Must be able to interfaces with customer "executive" level management on a regular basis 
  • Delivering results: ability to plan and organise self and work in order to achieve objectives and targets 
  • Maintain in - depth knowledge of product offering 
Personal attributes
  • Excellent communication and reporting skills 
  • Self-starter and self-motivated, willing to put in extra time 
  • Clinical and attentive to detail 
  • Solution driven able to react quickly and resolve issues so that the workflow can continue 
  • Must be able to perform under pressure 
  • Must be able to persuade and influence others 
  • Good relationship builder with strong diplomacy skills 
  • Must aspire to a culture of service excellence 
Education
  • BS in Computer Science, Information Technology, or related field or equivalent experience preferred 
  • ITIL v. 3 
  • Possess Project Management certification (PRINCE etc)JOB DESCRIPTIONS


About Company

TheExecutiveCircle Asia Pacific Pte Ltd

Built on the foundation of 25 years of experience, The Executive Circle is a partnership of accomplished Executive Search Professionals supporting the needs of clients in the Asia Pacific region.

With a track record of more than 10 years each, our Consultants have successfully supported Global Multinationals, Asian Home Grown Enterprises, and Start-up Companies in their Expansion, Turnaround and Succession Planning Strategies over the years.

Having seen the boom and bust of the last 10 years have reinforced our belief that recruitment is not merely the hunt for the right technical skills.

What differentiates a successful company from the competition will ultimately depend on their ability to engage, retain and develop the right talent to become key assets to the business.

Our Consultants’ Understanding of each Industry Domain, HR Requirements & the Business Environment; our Consultative Approach to each client; and Our Commitment to the Values of Integrity, Confidentiality & Professionalism are the reasons why 75% of our assignments come from long terms repeat or referred clients.

Moving forward, our Vision is to strengthen the value we provide to our senior level clients, candidates and business associates, in whose continued Confidence, Trust and Reliance we have been privileged to attain.


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