Delivery and Service Manager

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Expected Achievements

• Define and apply local engagements while adapting central engagements (contracts) to local specificities.
• Ensure that services for clients are delivered in accordance with defined commitments.
• Facilitate and prepare changes in ongoing activities (Run operations).
• Foster efficient collaboration between stakeholders involved in service delivery, including onsite support partners and global/local partner companies.
• Challenge and validate user requirements and the solutions proposed by partners.
• Manage contractual and payment processes for partner/service companies.
• Oversee and manage the IT budget, ensuring cost efficiency and optimization.
• Identify and implement opportunities for service improvement and operational efficiency.
• Continuously monitor and analyze user satisfaction, implementing improvement actions as necessary.
• Provide support for site-specific local IT projects.
• Leverage ServiceNow for ITIL-based process management and service tracking.
• Maintain strong asset management practices, ensuring accountability and optimization of IT assets.

Skills Required

• Strong understanding of contractual obligations, vendor management, and payment processes.
• Proven experience in IT service management, with a focus on efficiency and user satisfaction.
• Proficiency in ITIL processes, with hands-on experience using ServiceNow or similar ITSM tools.
• Excellent communication and stakeholder management skills to interact with business units, service providers, and IT teams.
• Experience in budget management and cost control within an IT environment.
• Strong analytical and problem-solving skills to drive continuous improvement initiatives.
• Solid background in asset management, including tracking, optimization, and lifecycle management
• Experience in managing IT services in a global or multi-site environment.
• Familiarity with network (NET), digital applications (DAP), and end-user experience (EUX) services.

Availability

• Flexible to operate 3-4 days from office and collaborate with teams in different time zones.