IT Service Delivery Manager - Madrid, España - DHL

DHL
DHL
Empresa verificada
Madrid, España

hace 3 días

Isabel García

Publicado por:

Isabel García

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Descripción

IT SERVICE DELIVERY MANAGER

Job Purpose:


The IT Service Delivery Manager (IT SDM) is responsible for the management of the front-line team to ensure the delivery and support of IT services to a geographically assigned set of sites.


Main Responsibilities:


  • Team Management to ensure proper change management communication is in place and manage expectations and escalations.
  • Build strong working relationships with the management of the assigned sites, with the responsible IT Business Partner(s), with other IT functions in country/cluster, and with the regional ISM team.
  • Set up IT site support models following the regional/global guidelines and structures and manage IT support as defined in these site support models.
  • Ensure that the right services and corresponding SLAs are chosen for individual customers and ensure that services are delivered within these agreed SLAs.
  • Stay on top of operational services and channel internal and external customers' escalations toward a successful resolution.
  • Facilitate regular service reviews with (internal) customers/sites and report to the business on delivered service.

Requirements:


  • Minimum 5 years in IT service management roles with strong knowledge of IT service management processes.
  • Bachelor's degree in computer science, Business Administration or relevant education and work experience
  • ITIL qualification: Practitioner in Service Level Management, Practitioner in IT Incident Management. (Ideally ITIL4)
  • Office 365 y Power Apps
  • Sharepoint/programming/Database Skills
  • Excellent verbal and written communication skills.
  • Getting commitment to action through consideration of impacts. Combine formal and informal communication channels to achieve the desired outcome.
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