Description
For an Air Traffic Management client, Eurocity is looking for a Service Delivery Manager. The Service Delivery Manager receives the project outcomes from the Project Manager, organises the RUN aspects of the activity by measuring the KPI, and manages the Service Levels in order to ensure operational services availability.
TASKS
- Conduct service level reviews (KPI measurements) to qualify the success of service delivery
- Propose changes in calculating these KPIs or ways of developing KPIs that are more representative for measuring the service quality
- Ensure that service levels are met (SLAs)
- Ensure the relevance of the OLAs/SLAs for new services
- Lead Operational service Governance Board, participate in Tactical and Steering service Governance Boards
- Validate service requests made to teams
- Follow-up the execution of demands
- Represent the service in different Boards
- Escalate to management for non-standard demands
- Liaise with the Operational Change and Planning team
- Analyse and evaluate the real service performance against the SLAs and OLAs
- Analyse the metrics and objectives of the SLAs and OLAs
- Act as crisis manager in case of major incident, including communication with the impacted department managers
- Coordinate cross-domain processes with the process managers to manage the continual improvement process
- Ensure that the processes are adequate with the tools (ITSM & CMDB)
- Continually search for areas for improvement to ensure service efficiency and thus continually improve quality and customer satisfaction
- Maintain and improve the services catalogue
Must have (knock out criteria)
- Experience as Service Delivery Manager with IT infrastructure related projects involving annual recurring services for above 1.000 man/days per year
- Experience as Service Delivery Manager in ITIL related projects
- Master's degree or equivalent through experience
- Fluent in English and French
- Certification ITIL Foundation level
- Good communication skills
Typical domains and deliverables:
- All IT infrastructure domains (Network, Security, Platforms, Storage, Office automation, Collaboration, ) may be requested.
- Implement SLAs and define OLAs for the various services
- KPI/SLA reports
- Presentations to Service Governance Boards
- Customer satisfaction survey
- Plan of customer satisfaction improvement actions, if necessary
- Problem reports; Root Cause Analysis reports
- Services catalogue (supply and expansion)
- Any other deliverable defined by the process
Seniority Levels