Description
We are looking for Regional Service Delivery Manager (SDM) in the IT Operations team for the EMEA region. The Regional SDM is responsible to provide cross-service support focusing on driving continuous improvement, and escalation management. You will work with other Regional and Global SDMs in the daily delivery and operations of client's IT Services.
Required Skills:
- Manages issue resolution and critical operational issues originating from business and designated solutions.
- Ensures that all supporting components of the service, including any associated SLAs, OLAs and UCs are aligned and managed as an integrated service.
- Maintains a Regional Scorecard for clients IT showing service delivery KPIs for their region across all services and uses it to identify potential issues, risks and opportunities for improvement.
- Works with Ecosystem Service Delivery Managers directly to resolve escalations related to service delivery and manage communications within the Region
- Provide a Regional view of Continuous Improvement plans across all services
- Works with Ecosystem Service Delivery Managers to coordinate planning of changes to service KPIs or delivery processes within their geographic area of accountability
- Provides a view on vendor performance within their region across all services, identifying issues and proposing improvements.
- Participates in follow the Sun support on priority one issues.
- Team management of Local IT Specialists in line with client leadership commitments and values. Depending on location, these teams may vary in size and composition.
Key Skills/Experience:
- Track record of managing largely outsourced IT Operations in global organizations
- Eight to ten years of experience in Service Management of a global or regional service portfolio in similar areas as above, across geographies and business areas
Extensive experience and excellent professional skills in the area of Service - Understanding of relevant service models (ITIL/Cobit)
- Experience in Run for one or more of the technologies in the ecosystem is an advantage but not a requirement (ERP, CRM, Microsoft, BI)
- Some international travel required.
- German speaking - Mandatory
- Experience Sector: Pharma, Health Care as Service Delivery Manager for IT Services. General Experience 10+ years, specific experience 5+
- ITIL Certified
Interviews are now taking place, so call Greg immediately for a confidential chat. The Sun is shining in Spain, the top cuisine and clean air is waiting for you.