Service Delivery Manager | SwiconJobs

Your dream job is just a click away

Service Delivery Manager

2021.07.27. | Budapest | Tech
Introduction
  • Our partner is looking for a determined Service Delivery Manager for their IT team.
Tasks
  • The ARL is the single point of contact and accountability for the RUN Service to the account and delivery
  • Working across delivery teams to ensure Service Level Agreements (SLAs) are consistently met
  • On large clients working as a part of an ARL team with a designated focus on a specific client division(s) or service segments
  • Interfering with 3rd parties delivering RUN services to the account whereas agreed and applicable
  • Supporting all improvement and efficiency initiatives as per the RUN delivery model. Acting as a principal contact for service offering objectives, reporting methods, operational and tactical issues
  • Provides leadership, direction and timely updates on account changes and shifted priorities to the service delivery organization
  • Contributing to the account margin by driving recommended cost management activities, productivity programs and delivery consolidation footprint
  • Supporting the penetration of Standard Reference Architecture toolset to the account infrastructure environment to maximize efficiency and minimize risks
  • The ARL is the escalation point for high severity incidents. Leads escalation and restoration process until resolution is achieved. Leads incident reviews for major outages.
  • Supporting Problem Management process/role to ensure full compliance with contractual SLAs for Root Cause Analysis provisioning
  • Supporting Change Management process/role to ensure full compliance with contractual SLAs for implementation of Changes
  • Driving the growth of project services and revenue generating activities. Making sure transformations and large projects or deployments do not lead to disruptions of RUN operations
  • Supporting configuration improvement projects including identification and proper recording of Key Production Environments to improve Availability and Stability of Infrastructure
  • Supporting the recommendations of designated Technical Leads in terms of environment capacity and availability targets
  • Following the Release & Deployment Management processes ensuring an early built of newly created systems
  • Liaising with the account security officer (ASO) to ensure that the service provided meets regulatory and contractual security requirements
  • Ensures the Service continuity is linked to the customer and site Business Continuity Plans

Expectations
  • Contributing to stability and growth of the margin for the service provided – meeting corporate margin targets by ensuring Year over Year cost reduction
  • Ensuring the labour and technology costs for the service are in line with the plan of record to achieve target margin
  • Acting as a trusted partner of the delivery teams, account and the customer
  • Ensuring the Delivery Leads of supported domains are aware of the customer’s most critical infrastructure and most stringent contractual target so that they are in a position to deliver SLA compliant service and avoid contractual penalties
  • Participation in customer account reviews and discussions as requested by the ADL
  • Conducting service delivery reviews with the Delivery Leads – discussing improvement plans
  • Ensuring a Business Continuity Plan (BCP) is in place for your represented service and linked to the organization BCP
  • Maintain a DXC way focus to drive client satisfaction
  • Influence behaviour of others without direct authority to drive operational excellence and achieve customer satisfaction
  • Support “One Delivery Organisation” and align priorities to those of the client and the account
  • Work closely with the ADL to support Finance plans and the AE’s Growth agenda
  • Accountability for end to end delivery
  • Delivery to agreed KPIs & SLAs, cost and quality (as per budget/forecast)
  • Safe pair of hands
  • Predictable, reliable operational performance – zero outages
  • Knowledge and understanding of specific industry environment and business needs
  • Understanding of commercial context of industry
  • Working knowledge of ITIL (with at least ITIL Foundations certification) supplemented by practical experience
  • Ability to fully understand and manage capability-related work and drive a diverse team of employees and suppliers to deliver within rigorous DXC requirements
  • Ability to drive relationship-building / teamwork and retain strong customer focus
  • Ability to successfully interact with varying levels of DXC and client leadership
  • Ability to establish and manage performance metrics
  • Ability to manage urgent and complex tasks simultaneously
  • Prudent decision-making
  • Experience in managing a matrix organization
  • Negotiation and conflict resolution skills
  • Strong customer focus and communication skills
  • Strong vendor management focus, particularly in relation to service management
  • Knowledge of standard offerings of the Capabilities
  • Change Management, Risk Management and back-out planning
  • Financial management, capital and expense budgets
  • Should be mature enough to accept strategic direction from global capability and be able to work with important external factors such as regional cultures and critical client environments
  • Highly self-motivated
  • Responds well to and operates effectively under pressure
  • Deals well with complexity
  • Collaborative team-player
  • Results-oriented
  • Has initiative and decisiveness
  • Possesses tenacity and drive
  • Embraces and champions change
  • Willing and able to travel whenever necessary to support Account/Client meetings
  • Fluent in written and verbal English
  • German is a strong advantage

Employer's offer
  • Possibility to improve yourself in a constantly growing organization
  • An above-average salary
  • Varied and interesting tasks
  • A secure, long-term opportunity
Contact