Service Delivery Manager

10 hours ago

Brasov Metropolitan Area, Romania ManpowerGroup Full time €30,000 - €60,000 per year

As a Service Delivery Manager, you will be a key member of our global team in Brasov, responsible for ensuring the effective and efficient delivery of IT services and products to structures. You will optimize service performance, manage major incidents, and drive continuous improvement to meet the specific needs of the Aerostructures Service Desk and its stakeholders.

Main Accountabilities:

ANTICIPATE

  • Structure the IT Services & Products supplied by Aerostructures and its partners as a Service Catalog
  • Validate SLOs & SLAs between company, its partners, and the Aerostructures Service Desk
  • Design KPIs & Review Service Delivery based on set KPIs to create a Roadmap for Service Delivery Management improvement specifically for the Aerostructures Service Desk
  • Conduct Service Cost review with relevant Partner Relationship management
  • Maintain Documentation linked to Service Delivery (Architecture Dossiers, Business continuity plans, governance & routines with Stakeholders/Service Providers) for Aerostructures services
  • Lead Projects linked to new Service set up & service extension for the Aerostructures Service Desk.
  • Lead MFTs to manage IT Service Desk systems as a Product for Aerostructures.

REACT

  • Take lead on escalated major incidents until service is restored (resolution or workaround), including relevant communication towards structures Service Desk Stakeholders.
  • Drive improvement activities raised to Relationship management specific to Aerostructures services.

IMPROVE

  • Drive the Service Delivery Management Ambition and its Roadmap to improve overall Service Management within the structures Service Desk.
  • Lead transformation initiatives such as automation and chatbot implementation.
  • Ensure root cause analysis and associated actions of all major incidents are completed by the PSLs.
  • Provide performance metrics and alerts on support and operation from product / PSL relevant to the structures.
  • Identify robustness/improvement actions (in sync with ITOPS in Product) based on data analysis and operational & business feedback from the structures service desk.
  • Propose evolution of the operations model and associated tools through innovation, automation for structures service delivery.

Personal skills:

  • Strong collaboration skills and a consistent focus on possible win/win
  • Strong in stakeholder management and customer focus
  • Consistent, thorough, diligent, and predictable in all actions
  • Calm and self-controlled - also in tense situations
  • Effective negotiation skills
  • Coordination of Multi-functional teams & stakeholders
  • Customer-first mindset
  • Speak up.
  • Assertiveness.

Professional skills:

  • Demonstrated expertise in Service Delivery Management, preferably within a Service Desk context
  • Proven Experience in IT operational processes (ITIL)
  • Solid general business understanding
  • Comprehensive general IT understanding including information security
  • Proven experience in managing and governing IT service landscapes
  • Service Level Management
  • Process & Governance
  • User Support
  • Problem Management/Solving
  • Solution Performance Management
  • Crisis/Major Incident Management
  • Application design/architecture (incl. component Integration)
  • Technical expertise (middleware, infrastructure, network...)
  • Cross-functional expertise (IT, Business)
  • Proven experience in leading IT transformation initiatives (e.g., automation, chatbot)

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company's success, reputation and sustainable growth.

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