Senior Service Delivery Manager

Service Delivery Cluj-Napoca+6 more

• Developing client relationships.
• Contractual Management : actively participates in Client / internal contract negotiations
• Production of Service Design requirements.
• Contributes to efficiently estimating costs, timescales and resource requirements for the successful delivery of service commitments.
• Service Catalogue Management : ensures that the Service Catalogue is established, agreed with the Client, and updated with contracted services.
• Service Governance : evaluates the status of services provided (includes SLA management plus other contractual or non-contractual metrics used in the delivery of Client Services.
• Process Management : establishment and maintenance of the processes required in the provision of Client Services.
• Monitors, measures and reports on regular activities which are subject to contractual agreement or service management processes (SLA’s, OLA’s or any other contractual targets).
• Commercial Management : assists with the planning and management of the overall financial budget to minimize risk and maximize profitability.
• CSAT : monitors and influences improved customer experience.
• Problem Management : contributes to problems being addressed in a timely manner, and with minimum impact.
• Service Transition Management : ensures that new services or changes in services are transitioned into support according to established processes.
• Business Continuity Management : works closely with Client around business continuity; participates to the planning and implementation of methods for risk management, impact analysis.
• Service Improvement Management : ensures Continual Service Improvement (CSI).
• Participates to the definition of countermeasures and contingency arrangements that relate to the serious disruption of IT services.
• Acts as bridge between the client and internal operation managers.

• Experience working in delivery of similar ITIL aligned services to SLAs.
• Working knowledge of relevant technologies such as virtualization, networking, shared and dedicated hosting.
• Well-developed communication skills and experience dealing with staff ranging from Service Desk analysts and highly technical architects to senior IT Managers and CIOs.
• Highly efficient and well organized with demonstrable experience producing a range of written service delivery material such as service reports and service improvement plans.
• Managing multiple work streams, internal resources and dynamic client priorities.
• Excellent written and spoken English.
• Able to write clear and articulate reports.
• Diplomatic and able to remain calm under pressure.