Global Service Delivery Manager

Sidel; Parma; In loco; EUR 50.000 - 70.000; Tempo pieno

Descrizione del lavoro

An established industry player is looking for a passionate Service Delivery Manager to join their dynamic team in Parma. This pivotal role focuses on enhancing the Service Delivery team, ensuring seamless collaboration between internal resources and external vendors to deliver an outstanding customer experience. You will monitor performance against SLAs, foster strong relationships with clients, and implement strategies for service delivery optimization. If you're ready to make a meaningful impact and lead a team towards success, this opportunity is perfect for you!

Competenze

• Proven experience in service delivery management and strong understanding of SLAs.
• Effective communication skills and ability to engage with stakeholders.

Mansioni

• Lead the Service Delivery team and manage the end-to-end Service Delivery process.
• Develop relationships with clients to understand their needs and expectations.

Conoscenze

Service Delivery Management

Communication Skills

Stakeholder Engagement

Performance Monitoring

Formazione

Bachelor’s degree in Business Administration

Bachelor’s degree in Information Technology

Strumenti

ITIL Certification

Descrizione del lavoro

Contract Type

Permanent

Country

ITALY

Location

Parma

Your opportunity

We are seeking a passionate and experienced Service Delivery Manager to join our dynamic team! In this pivotal role, you will have the opportunity to shape and enhance our existing Service Delivery team to align with the evolving needs of the organization. Your primary focus will be to ensure that both our internal resources and external vendors work seamlessly together to deliver an outstanding customer experience. By fostering strong relationships and driving excellence in service delivery, you will play a key role in boosting business engagement and elevating customer satisfaction.

Your Mission

1. Collaborate with and lead the Service Delivery team in defining, deploying and managing the DT&T end-to-end Service Delivery process, ensuring that all client services are executed effectively and efficiently.
2. Nurture internal stakeholders on culture of Service Governance and Service Delivery Management.
3. Develop and maintain strong relationships with clients to understand their needs and expectations.
4. Collaborate with internal teams and external partners to ensure resources are allocated effectively for service delivery.
5. Monitor performance against SLAs and implement corrective actions as necessary to ensure compliance.
6. Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery by analyzing third-party as well as internal processes, and creating strategies for service delivery optimization.
7. Prepare and present regular performance reports to stakeholders, highlighting achievements and areas for improvement.
8. Lead service delivery meetings with Vendors and internal teams to address issues and identify opportunities for enhancement.

Your Profile

1. Bachelor’s degree in Business Administration, Information Technology, or a related field.
2. Proven experience in service delivery management.
3. Strong understanding of service level agreements (SLAs), key performance indicators (KPIs) and Experience Level Agreements (XLAs).
4. Strong understanding of Service Desk, Infrastructure Operations and AMS processes and services.
5. Effective communication and interpersonal skills, capable of engaging with stakeholders at all levels.
6. Relevant certifications, such as ITIL, would be advantageous.

If you are ready to make a meaningful impact and lead a team towards success, we would love to hear from you!