Description
Service Delivery Manager - SIAM -IT Infrastructure Service Management 12 months rolling France Paris
SIAM - My client is looking for a SIAM Service Management consultant the ideal candidate should have experience in
Experience and Knowledge required
IT Infrastructure Service Management experience
IT Vendor management and SIAM
IT Service Management Governance
Practioner level understanding of ITIL
Strong Organizational and Conflict Management Skills
Strong People management skills and experience managing 3rd parties.
Experience working with and influencing various levels of management, building relationships and influence across teams.
Excellent negotiating and persuasive skills, both in one-on one and group situations
Ability to lead, make decisions, problem solve and work within and with partner teams to deliver outcomes
Strong verbal and written skills, and ability to convey complex information in a way that others can readily follow.
Demonstrate a resilient approach to working, asking tough questions to identify root cause.
Ability to work in a fast-paced environment that shows flexibility, resiliency, self-awareness, and ability to support other team members.
Responsible for Service Management Integration between Infosys and the 3rd parties where Infosys is the Managing Partner and/or Contract Owner
Have detailed knowledge of the services provided by each Service Provider
Understand the impact a service outage may have from the customer perspective.
Ensure complex incidents within the 3rd party services are being problem managed appropriately making sure that major incidents are being fixed to prevent reoccurrence
Review/address performance issues with Service Providers
Address customer escalated service delivery fulfillment issues
Help build cross-team collaboration to drive resolution of issues when multiple service providers are involved
Review and align demand management input from 3rd Party for new/changed services and service requirements
Ensure integration of internally and externally sourced service portfolios.
Ensure that 3rd party agreed SLAs and KPIs are reported upon.
Ensure 3rd party reporting on Delivery Assurance status and progress
Ensure effectiveness of governance within the 3RD party service management framework leveraging data and insights to drive informed decisions.
For more information, please call Dilan.