IT Service Delivery Manager- Regional Manager
Wrocław IT Service Delivery Manager- Regional Manager
Wrocław
NR REF.: 1117022
Your new company
For our Client, well-known international company operating within medical industry with its office located in WrocÅ‚aw we are looking for IT Service Delivery Manager – End User Technology.
Your new role
The Regional IT Service Manager is responsible for developing and maturing IT Service Management by taking ownership of one or more global ITSM processes (Event, Incident, Problem, Service Requests, Change, Configuration, Continuity) and driving maturity in service level coverage, service level performance management, process improvement initiatives and automation. The role has the responsibility to build intimacy with the regions critical business processes and related IT services in order to execute Major Incident Management process, Problem Management, Change Management (through CABs), Business Continuity Plans and their aligned IT service recovery plans, GRC controls and audit.
Ensure that relevant IT Service Management processes, Service Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets. Oversee the general health of the live service required to meet business requirements. Build strong relationships with IT Service Delivery Managers to guide them on adoption of global ITSM processes, coverage with SLAs, using SLA performance reporting to hold service providers to account. Establish data baselines, visual performance dashboards, use gamification to drive adoption and challenge teams to drive improvements. Function as a Product Owner to the ITSM platform development team to implement technology to support the global ITSM processes.
What you'll need to succeed
Ideal candidate should have at least 5 years of experience within IT SDM, including responsibility for adoption of ITSM process and SLA performance management.
Our client is looking for candidate with experience in:
-Leading IT service management process improvement and realising SLA improvements
-Performance management of IT Service Providers including remediation plans and recovering service credits
-Running a Major Incident, invoking a Disaster Recovery plan, escalation in a crisis
-IT Service Management monitoring and reporting tools
-IT Service Management platforms (ServiceNow preferred)
We are looking for person who feels comfortable in data management, report creation and visualisations. Ideal candidate achieve goals through collaboration, guidance and data. Fluent English is a must (C1)
You should be also ready to travel in 10%-15% time of your work.
What you'll get in return
Company offers attractive social package (bonus, medical care, Multisport, life insurance, fruits & meals, flexible working hours), opportunity for professional development and taking part in various internal trainings, working in a stable organization with a modern approach to management and working in a diverse and supportive team of professionals.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.
Wrocław
NR REF.: 1117022
Your new company
For our Client, well-known international company operating within medical industry with its office located in WrocÅ‚aw we are looking for IT Service Delivery Manager – End User Technology.
Your new role
The Regional IT Service Manager is responsible for developing and maturing IT Service Management by taking ownership of one or more global ITSM processes (Event, Incident, Problem, Service Requests, Change, Configuration, Continuity) and driving maturity in service level coverage, service level performance management, process improvement initiatives and automation. The role has the responsibility to build intimacy with the regions critical business processes and related IT services in order to execute Major Incident Management process, Problem Management, Change Management (through CABs), Business Continuity Plans and their aligned IT service recovery plans, GRC controls and audit.
Ensure that relevant IT Service Management processes, Service Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets. Oversee the general health of the live service required to meet business requirements. Build strong relationships with IT Service Delivery Managers to guide them on adoption of global ITSM processes, coverage with SLAs, using SLA performance reporting to hold service providers to account. Establish data baselines, visual performance dashboards, use gamification to drive adoption and challenge teams to drive improvements. Function as a Product Owner to the ITSM platform development team to implement technology to support the global ITSM processes.
What you'll need to succeed
Ideal candidate should have at least 5 years of experience within IT SDM, including responsibility for adoption of ITSM process and SLA performance management.
Our client is looking for candidate with experience in:
-Leading IT service management process improvement and realising SLA improvements
-Performance management of IT Service Providers including remediation plans and recovering service credits
-Running a Major Incident, invoking a Disaster Recovery plan, escalation in a crisis
-IT Service Management monitoring and reporting tools
-IT Service Management platforms (ServiceNow preferred)
We are looking for person who feels comfortable in data management, report creation and visualisations. Ideal candidate achieve goals through collaboration, guidance and data. Fluent English is a must (C1)
You should be also ready to travel in 10%-15% time of your work.
What you'll get in return
Company offers attractive social package (bonus, medical care, Multisport, life insurance, fruits & meals, flexible working hours), opportunity for professional development and taking part in various internal trainings, working in a stable organization with a modern approach to management and working in a diverse and supportive team of professionals.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.
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