Service Delivery Manager (m/f)

Standort: Düsseldorf, Nordrhein-Westfalen, Germany
Erstellungsdatum: 10-04-2018
Our client is an international, family owned company operating in more than 60 countries. We are looking for someone eager to make the most of every chance to actively help shaping their own as well as our client's future. Therefore our client is searching for candidates who are self-contained, creative and motivated to take the companies' digital development to the next level. They provide a pleasant working environment within a motivated team, coupled with both professional and personal development. Moreover, our client advocates occupational health management and the reconciliation of work and family life. All freedom and resources needed to creatively shape your and our client's future will be given.

Your tasks: 
  • Accountable for the technical delivery/operation of digital products and services across the organisation.
  • Enable the delivery of a high-quality service to end users and to ensure service operations processes are in place to meet business requirements.
  • Ensure that each service is delivered according to the service attributes as described in the service catalogue, such as performance, availability, security, etc.
  • Ensure that the service catalogue is up-to-date
  • Champion in projects and developing a strong understanding of projects impacting services
  • Manage the risk of operating the service, designates technical architect and backup, coordinates communication among support and systems stuff
  • Performs service reviews with our clients´ teams and suppliers and act as escalation level
  • Conduct internal and external service review meetings
  • Work with service owner to identify and prioritize service improvement
  • Control, review and report SLAs and OLAs regarding the services and ensure that the performance meets the requirements
  • Conduct performance control and its budget
  • Provide reportings and metrics on performance of services and manage vendor relations and presents them to the respective board
Your profile: 
  • Succesfully completed Information Technology studies or an equivalent education
  • Several years of relevant working experience within IT, at least 3 years in the required field in Service Management
  • Previous experience as a team lead or demonstrable experience in leading virtual teams
  • Experienced in handling complex solutions, especially with Cloud, Hybris, Dockerized, web & iOS application
  • Experience in the management of external service providers
  • Proven knowledge of service management frameworks (e.g. ITIL, Cobit) - ideally ITIL foundation certification and especially Service Operations / Service Transition 
  • Basic knowledge of project management frameworks (e.g. PMI, Prince2) - ideally Prince2 foundation certification
  • Excellent customer facing service skills
  • Excellent organisational skills and able to work under pressure and meet deadlines
  • Self-motivation and able to take responsibility 
  • Able to demonstrate a high degree of flexibility including shift and out of hours working
  • Extensive capability to communicate and interact internationally and with various management levels
  • Fluent German and English language
Why work for our customer: 
  • Ability to be part of a digital movement. 
  • Professional and personal development.
  • Pleasant working environment. 
  • Occupational health management.
  • Reconciliation of work and family life.
  • Highly motivated and professional team.
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