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IT Service Delivery Manager
2019-11-11 16:15:39| Space-careers.com Jobs RSS
About us Its a great time to be part of the SES team We are the worlds leading satellite operator with over 70 satellites in two different orbits, Geostationary Orbit GEO and Medium Earth Orbit MEO. We provide a diverse range of customers with global video distribution and data connectivity services through two business units SES Video and SES Networks. Our global team works collaboratively to make a significant, and often lifechanging difference in the world. As part of our team, you will play an integral part in delivering on our vision. At SES, we connect and enable broadcast, telecom, corporate and government customers, and enrich the lives of billions of people worldwide. IT Service Delivery Manager Luxembourg Betzdorf ROLE DESCRIPTION SUMMARY The IT Service Delivery Manager, under the direction of the IT Account Manager Video, identifies business requirements and oversees the delivery of the IT services within the context of the Video business. The foundation of this position is establishing processes to provide consistently high levels of customer service in a costeffective manner. The IT Service Delivery Manager is responsible for providing business requirements and expectations as well as feedback on performance, to various IT teams and oversees IT service delivery execution, preventing defects within the IT Department. PRIMARY RESPONSIBILITIES KEY RESULTS AREAS Responsible to the IT Account Manager, to own their services, end to end, including ApplicationsOperations as part of the IT delivery model Work in harmony to deliver the services Own KPIs through an account dashboard, and submit them to the IT Account Manager Video, with conclusions, and trend analysis Engage with the resolver groups within IT to close Account issues and prepare RCAs, when needed Identify, propose and action solutions for issues identified during internalexternal reviews Detect process defects and improvements, giving input to Business Process Owners and work with IncidentProblemChange Managers Maintain a working knowledge of industry best practices, solution methodologies, and emerging technology trends stay uptodate with stateoftheart IT concepts and technologies Understand the strategic imperatives, business capabilities, operating model, issues, and IT needs of assigned business areas across several countries. Maintain and nurture customer relationships to support the IT Account Management to manage demand, identify requirements, and support the delivery of solutions Support the IT Account Manager in building business cases to sell in proposed solutions to the Business IT Steering Committee Participate in weekly IT Process Review Meetings with IT Business Process Managers Ensure Outstanding Business Support ensure team members, including 3rd parties, provide outstanding daytoday IT support, working within defined SLA metrics and manage issues to completion. Facilitate successful execution of major IT business application projects including communication with key executives, budget management, and coordination of 3rd party deliverables Perform other related duties as assigned COMPETENCIES Strong analytical and problemsolving skills Proven negotiation skills Demonstrated managerial skills, able to lead a team and cooperate with other IT and business functions Proactive approach towards potential andor current customers Ability to work autonomously with minimal supervision Ability to learn new technologies quickly Service and customercentric mindset is a must. Excellent written and verbal communication skills Ability to understand business requirements and work towards solutions Openness for new technologies and readiness for change Stress resistant and able to manage multiple tasks at the same time Ability to work in a rapidly changing environment under tight timelines QUALIFICATIONS EXPERIENCE Bachelors Degree in Computer Science, Business Information Systems or equivalent Minimum eight to ten years of applicable professional experience in a large heterogeneous environment Working knowledge of PMP Project Management concepts and principles Proven experience of the following disciplines Knowledge Management, Incident Management, CatalogRequest Management, Service Level Management, Vendor Management, IT Asset Management Sound knowledge of IT Service Management and ITIL Framework Sound technical understanding of the IT landscape and related technical skills Project Management Professional and IT Service Management Certification are a strong asset Fluency in English, any other language is considered as an asset Willingness to travel internationally OTHER KEY REQUIREMENTS COMMENTS Key performance indicators Request fulfilment Incident, Problem, Change, Service Asset and Configuration and Release Management Main interfaces to other departments Technical departments management requirements Group Information Cyber Security compliance with security requirements Internal and external customers Whats in it for you? In addition to a competitive salary and benefits package, we offer you a truly global opportunity in an exciting industry and all the support youll need for both your professional and personal development. But most of all, we offer a truly unique opportunity to play your part in making a difference for those who need it most. We strive to uphold honesty, transparency and courage in everything we do. Were proud to belong to the SES team and collaborate towards success. Good to know For more information on SES, click here. SES is an Equal Opportunity Employer and welcomes diversity! Apply HERE
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