Service Delivery Manager (Dutch) – SmartEdge, Lda – Amsterdam

jobid=A.0.049

1 week ago Be among the first 25 applicants

Direct message the job poster from SmartEdge, Lda

UK & European IT Recruiter at IT Resources

Job Purpose and primary objectives:

Manage, plan, and drive the overall ITSM Landscape and leads the Service Management Office.

Key Responsibilities

1. Lead the ITSM practice within a structured process framework according to latest ITIL practice and organizational needs.
2. Ensure the SLAs adherence by all team members.
3. Responsible for correct functioning of all ITSM Processes in scope.
4. Responsible for ensuring the overall success of a service management program. This can include everything from team management to process improvement.
5. Perform monthly validation of SLA compliance reports and submit it to Management.
6. Drive ITSM processes to deliver capabilities in fulfilling day-to-day technology operation demands from stakeholders.
7. Ensure good & regular communication from the Service Management Office to Customer Service Desk in case of any disruptions.
8. Manage automation and continuous service improvement projects for technology operations which include planning, scheduling, coordinating, and providing solution for the projects.
9. Maintain and ensure that ITSM process documentation and standard operational procedures are aligned with responsible teams.
10. Accountable for overall process efficiency and effectiveness of ITSM process.

Key Skills/Knowledge: Must Have Skills:

1. Strong knowledge of IT Service Management processes and ITIL 4 Foundation certified.
2. Experience in Public Sector Domains.
3. Knowledge of at least one ITSM tool is a must (Manage Engine / Service Now / Omni tracker / TopDesk etc).

Soft Skills

1. Excellent written & oral communication and interpersonal skills.
2. Presentation Skills to Senior Management.
3. Team Player and ready to work in a collaborative environment.
4. Strong analytical and reporting skills.
5. Team and time management.

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Project Management and Information Technology

#J-18808-Ljbffr

Lees hier meer

Deel deze vacature: