Service Delivery manager

Brillio; Województwo pomorskie; On-site; PLN 150,000 - 210,000; Full time

Job summary

Brillio seeks an IT Service Manager responsible for Global Network Functions enabling high-quality end-user delivery and ensuring ITSM processes align with business needs. This stakeholder-facing role sits in an international team across EMEA, Americas, and APAC, coordinating with Network Service Operations and vendors.

You will oversee end-to-end lifecycle of maintenance, monitor service performance, drive improvements, and manage escalations following a follow-the-sun model.

Qualifications

• Strong written and verbal English skills.
• Involvement in lifecycle management or service management support activity.
• Attention to detail, organisational skills, self-starter aptitude and effective communicator.
• Experience with budget management.
• Ability to work independently and with teams to drive projects.
• Knowledge of IT concepts and architectures, with problem management exposure.
• Ability to communicate across technical and non-technical units and geographies.
• Strong analytical and research skills, critical thinking and problem-solving.
• Proven track record of effectively interacting with senior management.

Responsibilities

• Oversees the end-to-end lifecycle of technology and service-related maintenance work, ITSM processes for the services in your responsibility.
• Consistent monitoring and analysis of the service and identification of optimization opportunities.
• Coordinate the transition of service changes, extensions and new products and services.
• Participate and manage escalations related to the services you are responsible for with a follow-the-sun model across regions.
• Manage and maintain Controls, Security Processes, and Vulnerability management for the responsible services.
• Work closely with internal business partners and stakeholders to drive adoption and implementation of global standards, processes and programs.

Skills

IT Service Management

Stakeholder Management

Service Lifecycle

Budget Management

Incident & Problem Management

Communication

Analytical Thinking

Cross-functional Collaboration

Follow-the-Sun Support

Networking concepts

Job description

The role of IT Service Manager will be responsible for the Global Network Functions that enables the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs.

This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the Network team to achieve those expectations to a high standard. This position is part of an international team of Service Managers in EMEA, America and APAC covering Network services.

In this role you will work in partnership with Network Service Operations, Incident/Problem Management, other IT Delivery groups and vendors to deliver a service aspiring for operational excellence. You will work to continually improve and coordinate Network Operations work.

Responsibilities:

• Oversees the end-to-end lifecycle of technology and service-related maintenance work. ITSM processes (Incident, Problem, Change) for the services in your responsibility
• Consistent monitoring and analysis of the service in your responsibility and identification of potential for service optimization
• Coordinate the transition of service changes, extensions as well as new products and services
• Participate and manage escalations related to the services you are responsible for in cooperation with the other regions applying a “follow the sun model”
• Manage and maintain all relevant Controls, Security Processes, and Vulnerability management for the responsible services.
• Work closely with internal business partners and stakeholders to drive adoption and implementation of global standards, processes and programs.

Experience criteria:

• Strong written and Verbal English skills.
• Has had previous involvement in one of the stages in life cycle management or in a service management support activity.
• Demonstrates meticulous attention to detail, strong organisational skills, self-starter aptitude and is an effective communicator.
• Experience with budget management.
• Experience of working independently and with teams to drive forward projects using your own initiative.
• Has a good knowledge and understanding of IT concepts and architectures, coupled with some knowledge of problem management and the principles and processes of implementing and delivering IT services.
• Shows aptitude for handling and managing problems arising from incidents in the operation of information systems.
• Has the ability to make appropriate technical decisions, initiating action to resolve operational problems.
• The individual must have the ability to communicate effectively across multiple technical and non-technical business units, as well as across other geographies.
• Strong analytical and research skills including critical thinking, organisational and problem-solving skills
• Proven track record of effectively interacting with senior management.