Service Delivery Manager

Overall Purpose of the Job

• Part of the Global Service Delivery Management team in the IT Shared Service organisation of International SOS and managing the maintenance and support of the Enterprise Applications landscape within International SOS, mainly outsourced to a third party.
• Works within the team on Continuous Service Improvement (CSI), timely resolution of support issues to achieve contracted Service Level Agreements, and Line of Business Service reporting end to end impact.
• Collaborate with stakeholders (IT and business) to drive increased customer satisfaction and engagement including a full feedback loop and action plan creation and execution.
• Leads coordination on Primary and Major incidents on application stacks and service to the business lines for International SOS in close cooperation with sourcing partners and head of service lines within IT Shared Services
• This role requires a strategic thinker capable of ensuring seamless 24x7 IT service delivery across multiple time zones, with a strong emphasis on performance metrics and reporting.

Key Responsibilities

• Managing the business-as-usual maintenance and support for the enterprise application within International SOS for an assigned business domain
• Engage and lead regular service review with IT stakeholders for assigned business domain
• Responsible for transitioning the service/application from project team to operations acceptance for the application in the assigned business domain
• Maintain high quality standard for overall service delivery of application support services
• As a team player co-responsible for governance framework, process & controls to achieve the desired business outcomes
• As a team player co-responsible for continuous service improvements and automation & innovation to drive operational efficiencies and enhance overall user experience
• Collaborates with IT business partners and project management office on successfully delivery of IT and business objectives and projects
• Collaborate with IT delivery teams and delivery partners to ensure service excellence and service stability
• Leads coordination on Primary Incident and Major incidents on application stacks and service to the business lines for International SOS in close cooperation with sourcing partners and head of service lines in IT Shared Services.

Requirements

• Bachelor's degree in Information Systems, Computer Science or related technical discipline or equivalent work experience
• 5 to 10 years IT experience overall with a significant experience in Application support and / or IT service delivery management in a global environment.
• Experience to work in a global – matrixed organisation
• Experience to work in a global – always on organisation, where out of business hours working will be a requirement of the role
• ITIL v 4.0 Foundation highly preferred; advanced ITIL certification a plus
• Familiarity with ITSM tools (e.g ServiceNow) and technologies
• Strong hands-on IT knowledge and technical acumen.
• Proven experience in IT service delivery management (global support) and incident management
• Demonstrated experience in IT and application service management working with diverse business groups and Global IT Leadership
• Demonstrated experience within a post-project application environment, including stabilization, production support and other sustaining activities
• A demonstrated balance of tactical, operational success and strategic thinking within an IT application landscape
• Very good technical understanding of IT and the different layers (OSI model) in an application stack.
• Strong analytical/problem-solving ability
• Strong skills of influencing and negotiation
• Proficiency in AWS/Azure/Google cloud technology
• A can-do and make-it-happen work attitude