ITIL Service Delivery Manager

Location

Full remote from Europe 

Duration

3 to 6 months 

Context

The IT Digital Enterprise Solutions (DES) Delivery Manager will assist the DES functional teams in setting up and implementing governance and processes with internal cross functional teams and external support providers to secure the optimal delivery of Finance, HR & Procurement IT services

He/she will be accountable for:

• Quality of services: Monitor service performance metrics, KPI/SLA/XLA, manage Service Improvement plans…
• Incident Management: Major Incident Management, Root Cause Analysis, handling of escalations…
• Continuous Improvement: Identify areas for improvement in processes, tools, operating procedures and driving enhancements.
• Service Catalog management: Maintain & refresh catalog, optimize underlying processes…
• Documentation: Develop, maintain, and update IT service documentation, operational procedures and knowledge bases
• Communication: Act as a liaison between the DES teams and business stakeholders, facilitating clear and effective communication on IT services.
• Change Management: Support the ongoing efforts to have end-users follow the desired processes (e.g. raising incidents), to enhance their understanding of Service Level targets, ..
• Collaboration: Work effectively with other service delivery managers in the team, create Community of Practice, drive process streamlining & harmonization and the sharing of best practices across the DES organization

Skills needed :

• High level understanding of Finance & HR business processes is a plus
• Strong interpersonal skills, with the ability to work effectively in an international matrixed environment across timezones and cultures, with internal and external resources
• Language Proficiency: Fluent in English both written and spoken, French is a plus
• In-depth understanding of IT Service Management (ITSM) principles and ITIL framework. Previous experience working with BMC Helix tool is a strong plus
• Excellent oral and written communication skills, including the ability to explain technology solutions in business terms
• Self starter, independent worker, proactive approach, …
• Solid experience as a Delivery Manager or in an equivalent IT service role