Service Delivery Manager (m/f/d)
Service Delivery Manager (m/f/d)
Harvey Nash GmbH supports many of Germany's leading organisations to source, recruit and manage the highly skilled IT and engineering talent they need to succeed in an increasingly technology-driven world.
We offer some of the most interesting and challenging roles where you get to work with the latest IT Technologies with some of the biggest clients in Germany.
For our client, a global company that provides a portfolio of IT services, software, and technology with a major project in the financial sector, we are currently looking for a Service Delivery Manager (m/f/d) on a permanent basis.
Start: ASAP
Location: Frankfurt
Contract: Permanent
Background
:
Our client is taking over the management (process and communication design) of a platform that manages the whole Infrastructure and the ITSM of a complex international financial organisation. The role of the Service Delivery Manager is to provide leadership to the Project team, focusing on the quality of service.
Tasks
:- Provide leadership to the Project team, focusing on the quality of service
- Ensure robust governance framework, support processes and operating model are in place
- Day to day management of resources including oversight of operational demand and budgetary targets
- Orchestrates work prioritization
- Represents 3rd party, both internally with the employer and with the Client
- Responsible for the Service and primary contact to the Lead Service ¬Delivery Manager as well as functional & technical stakeholders within the Client and employer teams
- Facilitates governance of 3rd party activities and manages Contractual Change Orders
- Act as the first point of contact for issue escalation for 3rd party, requiring management attention
- Serves as client advocate to drive the resolution of issues or escalations
- Facilitates internal project meetings and where necessary, assists with the development of project plans
- Submits the monthly Service Level report to Lead Service Delivery Manager
- Actively manages a list of recommended Service Improvements
- In cases where SLAs are not met - prepares service improvement plan with actions
Skills
:
- Several years of experience in IT Service Management, working as a Service Delivery Manager
- Experience of supporting Operations and Project requirements
- Advanced understanding of IT Service Management processes (ITIL Foundation certification as a minimum)
- Project management experience, with a demonstrated history of major project participation (PM certification nice-to-have)
- Experience with an ITSM Tool e.g. with HP Micro Focus Service Management is preferred or similar tool know-how
- Experience in stakeholder management
- Good working knowledge of MS Office tools
- Excellent report writing skills
- Experience of management of budgets preferred
- Appreciation of evolving technologies together with technical and industry trends
- Excellent oral and written communication skills
Please feel free to contact me if you have any questions.
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