Beschreibung
Service Delivery Manager
Service Delivery Manager required for my leading, Blue Chip client.
Service Delivery Manager Skill Set:
- Good all-around knowledge of IT
- Knowledge of ITIL process flow
- IT Service Delivery experience
- 4 plus years in IT delivery organization
- Very good English language skills in business & IT
- Very good German language skills in business & IT
- Excellent communication skills both verbal and written, with the ability to tailor communication to the intended audience
Preferred skills:
- 5 years HW/SW support
- Microsoft qualifications
- Ability to prioritize and work calmly in a sometimes volatile environment
- A proactive and assertive work ethic
Service Delivery Manager Job Description:
- To manage the support for all Virtual Client (AVC) service incidents/requests through to successful completion and user satisfaction using support tools
- To regularly review performance and trends in response to incidents/requests of all types and to provide recommendations to the Team Lead for service improvement.
- To act as a point of escalation between the business and IT
- Ensure service teams are supporting the business, reporting correct figures and adhering to SLA's
- Regular updating of client Knowledgebase for client systems and processes
- Coordinate with Supplier
- Escalation coordination
- Prioritise Severity and criticality of tickets when Supplier does not correctly
- Relationship with Virtual Client Escalation Engineering team -
- Onsite incident coordination
- Root Cause Analysis
- SPOC for Workplace Incident Management
- User Forum monthly aligned with Supplier Customer Information meetings
- Coordinate Incidents and manage all the way through to RCA
- A Regular customer alignment meeting
- Chair for weekly meeting alignment meetings with IT senior management