Service Delivery Manager

As a Service Delivery Manager, your role will be to ensure that the services are delivered with the contractually defined quality and to coordinate operational teams form AZ Trade and AZ Technology.

Your main tasks 

Steer the global delivery of services by AZ Technology

• Define controls and KPIs (SLA KPIs and operational KPIs) to be able to monitor the global delivery of contractually defined services

• Follow-up the implementation of controls and KPIs by AZ Technology

• Coordinate Service Delivery Officers to ensure with business and IT teams that services and contractual - engagements are well delivered

• Inform Contract PMO to be able to provide clear status on the delivery of services to the CIO Office

• In case major issues in service quality, prepare a brief with Contract PMO to escalate to the Contract Portfolio Owner

Be a supplier of IT services and reapresent AZ Trade central IT for the different AZ Trade OE :   

• Collect user feedbacks to ensure that the services provided are sufficient and adequate

• Act as point of contact for subjects related to the delivery of services

Participate to the Service Delivery governance with AZ Technology :

• Support the Contract Portfolio Owner in the preparation of the Account meeting/ITSB

• Prepare and lead the monthly Global Service review meeting with AZ Technology (service governance)

• Participate to the Regional Service review meeting with the Regional Service Delivery officer in case of issue (service governance)

• Participate to Service delivery meetings, with the support of the Service Delivery Officer in charge of the concerned domain (delivery governance)

Ensure efficient and smooth demand management :

• Act as a global point of contact for Regional Service Delivery Officers for local demand management

• With the support of Service Delivery Officers, oversee major requests, and follow-up on their assessment by AZ Technology

• Define and improve processes to ensure coordination between AZ Tech, GOC and users, regarding solution testing, validation and release coordination

Ensure continuous improvement on RUN processes :

• Define and improve processes for incident management, especially regarding the coordination between AZ Trade and AZ Technology

• Prepare and participate to the incident review meetings, propose and follow-up action plans for continuous improvement on incident response

• Follow-up overall problem resolution, at process and content levels

• Follow-up on global capacity management, support the Tribe Leads/PO in case of issues

• Participate to security discussions during the scoping of the projects

Your knowledge 

• Experience in dealing with third-party-provided services

• Strong understanding of ITIL and ITSM processes: incident, request and problem management, solution development, testing and release

• Strong problem-solving, analysis and summarizing skills, dispute management : ability to manage conflits and propose suitable resolutions

• Skills in quality management, esp. implementation of pratices and indicators

• Experience in IT Operations management and service level management

• Capacity to build robust cases to empower management during escalation procedure with the provider

• Capacity to train and guide team members

• Fluent in English (spoken and written)