Source description
About the role
Role: Service Deliver Manager
Type : Contract
Location: Großer Moorweg 45, 25436 Tornesch, Germany
Role definition
You will work as a Regional Service Deliver Manager and will have technical understanding on End User Computing (primarily AD, O365, SCCM/ Tanium) Network and Security Technologies.
Your role and responsibilities
You will manage the priority tasks, escalations, Continuous Service Improvements, Service Level Management, KPIs, Value Add and Customer Satisfaction.
Will be required to manage regular and Ad-hoc reports about their IT Infrastructure
Establish Customer and vendor engagement avenues and drive review calls
Should be able to drive transformation assignments.
Manage the Hybrid Team (comprising of Client offshore team and existing customer’s IT team), and ensure conflict resolutions among different teams.
Ensure the local laws or rules are implemented and considered for any central initiatives.
Manage the customer’s IT Teams and vendors who are currently supporting their respective sites
Ensure new initiatives are implemented. Evaluating the stability of the customer's technology and IT support, identifying risks to the business related to technology issues.
Ensure the IT Infrastructure inventory of their respective sites are always up to date and available on demand.
Take judgements to ensure there are zero or minimal disruptions to services and HT users are happy with IT support
Will be the first point of escalations for any IT related issues for their respective sites
Your experience and qualifications
Strong Knowledge of ITIL processes (IM, CM, PM and SRs)
Hands on with CMDB / asset management and onboarding and offboarding process.
Experience on driving migration assignments with EOL / EOS devices.
Proven experience on driving service improvement plans within Operations.
Job type: Contract Division: eTeam Workforce Limited - Netherland Reference: 23-02365
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