Service Delivery Manager

Job purpose:The Service Services Manager is responsible for:• Managing operating and maintaining hardware & systems and providing operational & technical support for global organization.• Ensuring data availability and optimal system performance.• Managing and ensure proactive end-user training and awarenessMain roles and responsibilities:• Team Management: o Manage the assigned service team ensuring they understand their roles, responsibilities and KPI’s. o Incent the technical team to become a cohesive entity enabling the rapid deployment of quality services. o Actively work with peers and management to build and maintain strong, productive working relationships. o Continuously review, adjust and train the assigned technical team to ensure their capabilities enhances• Operational integrity: o Ensure the operational integrity of Support Services executed on multiple platforms. o Ensure that agreed SLA´s is followed. o Manage all utility computing services, including Messaging, CMS, Hyperion, Databases, ERP …• Implementation: o Manage & support projects (time, budget, scope). o Install and configure applications, upgrades and patches, batch job scheduling. o Interaction with peers within the Service Delivery and Solutions Delivery teams to drive the operational integrity of key business applications and services. o Ensure performance testing is managed and make sure adequate resources are in place to provide the right performance.• Technical platform changes and administration: o Manage upgrade installs, new releases and deployment of operating systems software. o Provide timely, effective and efficient processes to ensure system integrity and business protection. o Ensure end-user security settings are appropriate. o Monitor all components of infrastructure. o Monitor key application end user performance through synthetic transaction monitoring. o Ensure data availability, maintain data security & integrity, and optimal system performance. o Ensure that agreed Backup & Disaster Recovery Plan is followed. o Manage invoices and IT cost / spent, budget follow up• Support: o Ensure the effectiveness and the continuous improvement of the L1 & L2 support operations. o Ensure Problems are analyzed and managed.• Vendor Management: o Ensure outsourced services associated with the support of all technical platform specialists are followed• Asset Management o Manage for the inventory of end user devices (hardware and software)• Change Management: o Manage regional / outsourced services associated with the support of all technical platform specialists to ensure delivery of service in compliance with the contracted service level agreements.• Communication: o Responsible for the communication to end users.