The mission of Service Management is to Develop and Govern the Infrastructure Services while ensuring their delivery and usage. By that, Service Management contributes to UD Business competitiveness by delivering standardized and fit for purpose infrastructure services, maintaining a balance between time to market, cost and quality.
We are now looking for Service Delivery Manager IT Services
In this role, you will report to the Director within UD DS & IT/ Infrastructure & Operations/ Service management.
Introduction
We are looking for a Service Delivery Leader to deliver services in following areas.
1. Service Desk
2. Demand Management (End user IT devices and peripherals)
3. HAM (Hardware Asset Management)
- Service Delivery leaders will oversee and monitors the actual services levels, controls that they are in line with targeted service levels and manages corrective actions with the supplier.
- Service Delivery Leader participates in runtime process interactions with the supplier: releases and deployments, change management, escalation of incidents and problems, etc.
- The Service Delivery Leader is commercially responsible for service delivered by the supplier, which includes both budgeting and follow-up, notably approving all service volumes invoiced by the supplier.
- He is also responsible for demand management of IT devices and peripherals. He will monitor and ensure the availability based on the forecast. The role is expected to work with various IT suppliers and partners to establish the business relationship and fulfill the IT requirements all UD global locations.
- SDL is responsible for End user hardware life cycle management across UD trucks and maintain the necessary tools and process related to HAM compliance and audits.
What you will do
Define, drive and engage in stakeholder interaction model and communication
- Coordinate supplier deliveries including overall interaction between UD and supplier stakeholders
- Ensure UD SLAs demands are clearly understood by all parties.
- Define and enforce rules and ways of working with suppliers operational processes!
- Be the subject matter expert for his service portfolio in interaction towards UD, supplier and other stakeholders
- Oversee management of IT ServiceDesk, incidents and problems with the supplier, notably handling of related escalations
- Lead the communication of any major notification to end users
- For shared infrastructure changes, review and approve that the change plan, risk mitigation plan and schedule are acceptable from a business point of view.
- Interface with business and onsite IT teams for End user IT forecast and availability
- For onetime deliveries, validate non-standard requests and support requestor organizations in review of proposals and in case of delivery escalations
- Service delivery governance and service improvements
- Compare the actual service levels with the targeted service levels in cooperation with the supplier
- Provide report and alerts regarding actual service levels. Follow up on SLAs and report quality
- Consolidate end-user and business stakeholders satisfaction with actual service level in a common dashboard, to monitor the supplier s performance
- In case of service level breach, make sure the appropriate corrective action plan is developed and implemented. If target service level is not met, challenge and assist the supplier(s) with the development and implementation of corrective action plans
- Drive continuous improvement of the services delivered by the supplier
- Ensure adequate testing prior any change implementation. Participate in Enterprise change advisory board.
- Periodically interface with onsite IT Management and partners for demand management and IT peripherals topics
- Ensure 100% HAM compliance for all end user IT devices provided by UD.
- Financial, contractual and commercial management of services
- Forecast, budget and follow up on volumes and total costs and give input to Capacity Management
- Follow-up on volumes and total costs for services consumed by UD: approve volumes invoiced by supplier and ensure corrections when needed
- Define forecast of futures volumes and costs and give supplier input to Capacity Management
- Drive volume optimization
- Make proposal to change or add Resource Units for own area if needed in collaboration with the SAL
- Participate in negotiations with supplier about new/modified services and related terms and conditions including pricing, penalty schemes, service quality indicators, with impact spanning the full partnership term
- Prepare product budget for his area and follow-up actuals
- For onetime requests above some level and complexity, validate that proposals comply with the contract
- Contribute to define investment budget for out of scope sites for his area if applicable
- Contribute to define and explain the charge back model to internal customers of services within the SDLs responsibility.
Preferred Skills and Qualifications:
- 12 to 15 years of Global Core Infrastructure operations and IT Security experience.
- Any Engineering or computer science graduate
- Strong Experience in IT Service Desk Management and Delivery.
- Experience supporting international, global and multi-national networks with over 100+ sites
- Knowledge and experience using Antivirus, EDR and IPS concepts .
- Proficiency in English and excellent communication skills
- Experience working with a globally distributed and technically focused team
- Experience supporting large, complex, business critical requirements
- Strong IT skills and knowledge including hardware, software and networks
- Ability to use logic and reasoning to identify the strengths and weaknesses of IT systems
- A forensic approach to challenges
- A deep understanding of how hackers work and ability to keep up with the fast pace of change in the cyber-underworld
- Ability to seek out vulnerabilities in IT infrastructures
- Possess a bachelor s degree in engineering or computer science or higher from an accredited institution
- Strong communication and presentation abilities English
