Description
Urgent requirement for a Service Delivery Manager for a 6 Month project based in Madrid-Spain
Recommended Profile/Skills
- Demonstrated experience with proven track record of working in IT infra service for more than 12 years with Global organisations, preferably 2-3 years with Pharma companies.
- Experience in infrastructure supporting services on a global environment. Experience with customer having business across continents and managed IT infra for global sites
- Strong understanding of End User Technologies preferably at Client life cycle Management
- Demonstrated willingness to cross train and to learn additional expertise related to operational activities
- Multicultural and international
Responsibilities Includes:
- Analyses and reviews Service Performance against this SLA.
- Organizes and maintains regular Service Level reviews with the Customer's service manager:
- Review of outstanding actions from previous Reviews; Current performance;
- Review of Service Levels and targets (where necessary);
- Take Appropriate actions required to maintain or improve Service Levels
- Ensures that risks are identified, and mitigation plans are put in place.
- Acts as coordination point for any temporary changes to Service Levels required
- Ensures that changes are assessed for their impact on service levels.
- Participates in steering committee reviews and service governance meetings.
- Ensures that staffing, technology and skill levels are adequate to achieve contract objectives.
- Fosters a healthy working relationship between Customer and our team.
- Ensures that all delivery teams are following the processes defined by customer according to ITIL methodology.