IT Service Delivery Manager

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Zakres obowiązków

Service Management Framework:

Establish and implement comprehensive IT service management processes and procedures globally.
Lead the definition, negotiation, and implementation of Service Level Agreements (SLAs) in collaboration with internal stakeholders and external service providers.
Continuously refine the framework to support business requirements and scalability across international operations.

Service Delivery Management:

Oversee global IT service delivery ensuring compliance with newly established standards.
Monitor and report on global service performance against agreed SLAs.
Drive continuous improvement initiatives based on solid performance analytics.

Incident and Problem Management:

Manage the relationship and performance of the outsourced helpdesk, ensuring effective resolution of the majority of incidents and service requests.
Oversee the internal team's handling of escalated incidents and service requests requiring specialized attention.
Conduct root-cause analyses and proactively implement solutions to prevent future occurrences.

Change Management:

Create and manage structured processes for evaluating and executing IT changes globally.
Ensure transparent and proactive communication regarding IT changes and their global impacts.

Stakeholder Collaboration:

Act as a key liaison with firm stakeholders worldwide to understand service requirements.
Build consensus across global teams regarding the establishment of SLAs and service expectations.

Compliance and Security:

Ensure adherence to compliance standards, organizational policies, and regulatory requirements across all regions.
Implement robust security practices to safeguard IT assets and data globally.

Team Development:

Develop and mentor the internal IT service management team as it grows.
Identify skills gaps and create training opportunities to support global team advancement

Deep knowledge of IT service management frameworks (e.g., ITIL).
Proven experience in SLA negotiation, implementation, and global coordination.
Excellent leadership, communication, and stakeholder engagement skills, particularly in international environments.
Relevant certifications (ITIL, PMP, etc.) preferred.

Educational Level/professional qualifications (ideal requirement)

Bachelor's degree in Information Technology, Computer Science, or related discipline.
5+ years of experience in IT service management, including experience in establishing processes from scratch and managing outsourced services.

Podobne oferty pracy

Wyrażam zgodę na przetwarzanie moich danych osobowych przez Michael Page Finance & Human Resources 40-007 Katowice Uniwersytecka 13, NIP: 5252345586 zawartych w załączonych dokumentach aplikacyjnych (w tym wizerunku), na potrzeby bieżącej rekrutacji. Zgoda jest dobrowolna i może być w każdym czasie wycofana. Dodatkowo wyrażam zgodę na przetwarzanie moich danych osobowych zawartych w załączonych dokumentach aplikacyjnych (w tym wizerunku), na potrzeby przyszłych rekrutacji przez okres 12 miesięcy. Zgoda jest dobrowolna i może być w każdym czasie wycofana.