It-Jobs in Deutschland

Looking for a driven IT Service Delivery Manager who can improve overall service delivery and end customer satisfaction.

Job Responsibilities

• Lead a team of 50+ application and cloud infrastructure support resources.
• Client and HCLtech stakeholder management at VP and Director level.
• P&L management for the account.
• Day-to-day hands-on management of service delivery which includes:
• End-User support.
• Ticket resolution.
• Development of enhancements.
• Support for a multiyear S/4 HANA transformation program (baseline config, development, basis & security support, etc.).
• Basis and Infrastructure Monitoring.
• Improve the following aspects of service delivery:
• Client engagement / end customer satisfaction.
• Implement recurring Hackathon, Innovation, and automation.
• Implement attrition management POC tool.
• Quality of RCCA’s.
• Development of meaningful KPI / metrics & Dashboarding.
• Foster a culture of responsiveness and transparency.

Skills

• Proven expertise managing IT Application & Infrastructure support engagements.
• Technology expertise in SAP, JIRA, Azure DevOps, or similar.
• ITIL or PMP certification desired.
• Chemicals and/or Mining industry exposure.
• Strong presentation & negotiation skills.
• Transparent.
• Strong client-facing skills.
• High energy leader.
• Exposure to Arbinger’s “outward mindset” considered an advantage but not required.