R&D IT LAB Service Delivery Manager

ID: von_56632599

Full time

Bucharest

Middle, Senior

19-08-2022

The R&D IT LAB Service Delivery Manager is responsible for leading defined actions and initiatives, resulting in a significant contribution to overall R&D IT operations. You will manage the service delivery of our global team of on-site support personnel (15 resources) as well as the delivery of global projects which fall under the responsibility of the Bucharest team. You are responsible for the delivery of services within globally agreed service levels and you will report on the performance of the LAB team towards both R&D IT management as well as the internal customers.

Responsabilități

 Organize, set up and manage operational services;
 Leads delivery of team based on the SLA and identifies and addresses any areas of concern in outputs;
 Manage projects, in terms of deadlines, quality, risks and customer satisfaction;
 Produce performance monitoring reports;
 Maintain familiarity with current and upcoming IT services and other developments;
 Opportunity identification for Service delivery improvement, automation, speed/simplicity/trust enhancement and management via internal due diligence to create a pipeline of opportunities:
 Ensure teams follow best practices and maintain service agreements;
 Set targets for improvements in quality, costs and resource utilization;
 Shares expertise and knowledge with team members and counselees on an ongoing basis;
 Customer orientation and responsiveness.

Cerințe

Core competencies and qualifications:
 3+ years experience in customer service management;
 Education: Degree in Information Systems, Computer Science or equivalent certification/experience;
 Resource Management experience: performance management, workload distribution, team development, knowledge management;
 Proven experience as Service Delivery Manager in a complex, security driven and technologically diversified environment, preferably in the High Tech sector;
 Good working knowledge of ITIL processes, certifications would be a plus;
 Good working knowledge of SAFe framework, certifications would be a plus;
 Proven track of analyzing, structuring and simplifying complex landscapes with multiple technology layers
 Good understanding of the basics in networking, desktop workplace, firewalls, storage, computing, and virtualization;
 Experience with enterprise-level system and service monitoring solutions is a must. Experience with Service Now is a plus;
 Business English is a must, both written and verbal.

Soft skills
 Ambitious and outgoing personality who enjoys a fast-paced technology environment;
 Strong leadership and decision-making skills;
 Strong analytical skills;
 Effective verbal and written communication skills ;

 Autonomy: able to take on assignments, driving through contacting the appropriate parties to get them done and escalate when progress is impeded;
 Strong motivation to apply and promote End-to-End thinking;
 Able to speak both the language of the Designer and the IT engineer.