Description
IT Service Delivery manager
Department: Global Technology Infrastructure Europe Service Management
Overview:
Ensures IT Services & Capacity management processes are performed and deliver according to customer requirements.
Ensures that the IT service levels related to capacity management are defined, documented, agreed, monitored, measured, reported and reviewed.
Manage the Suppliers management activity, mainly with IBM, following the contractual commitments
Create the connectivity to remote customer GTI teams to align IBM with customer GTI best practices.
Ensures the Service Level Management with the IBM infrastructure service provider and manages process interaction is effective in order to receive cost efficient quality services.
Duties:
* Manage a robust capacity management process in order to provide a transparent view of the resource consumption and to avoid major issues related to capacity issues on IBM side
* Support the optimum and cost effective provision of IT Services, ensure that proactive cost-justifiable measures are implemented to improve the service performance of services
* Report regularly to management and business on system capacity, on the potential risks and issues.
* Ensure that the capacity management process is aligned with the IBM Target Pricing Model
* On a monthly basis review the volumes/consumptions of IBM services in order to approve the IBM invoices.
* Provide to Application Custodians a view of the resource consumption and cost charges
* Ensure that IBM has capacity plans in place for all technology pillars, support Application Custodians to provide yearly capacity needs
* Identify and manage issues related to reported vs used capacity, assist with the diagnosis and resolution of performance, capacity related incidents and problems
Must-have skills:
* Excellent knowledge on Capacity Management
* Global technical skills competencies in the following domains: Networks, Windows, Workstations, Middleware, UNIX, Web, Messaging and Voice systems
* Good knowledge of ITIL Service Management processes (Incident, Problem and Change management)
* Strong relationship skills, and being comfortable at all levels of contact and in a wide variety of situations
* Ability to analyze and assess business impact on all technical changes
Nice-to-have skills:
* Expertise in ITIL Service Level Management process
* Have a critical mind and continuous improvement approach
* Good knowledge of the global infrastructure providing services to customer I&TS Business in Europe
* Ensures IT Services & Capacity management processes are performed and deliver according to customer requirements.
* Ensures that the IT service levels related to capacity management are defined, documented, agreed, monitored, measured, reported and reviewed.
* Manage the Suppliers management activity, mainly with IBM, following the contractual commitments
* Create the connectivity to remote customer GTI teams to align IBM with customer GTI best practices.
* Ensures the Service Level Management with the IBM infrastructure service provider and manages process interaction is effective in order to receive cost efficient quality services.
Start date: ASAP
IT Service Delivery manager