A very interesting and challenging role as Service Delivery Manager within a global company where you will be responsible for IT services on Infrastructure and IT Security. You will help the company to get IT to the next level and provide the business with the best quality of services they need.

Description

As a Service Delivery Manager you are responsible for the IT infrastructure and IT Security and you are the go to person for the global IT support services and escalations. Therefore you need to have a good understanding of the IT landscape (IT Infrastructure and applications), digital workspace and IT Security in a multi-cloud vendor environment. You will be expected to proactively suggest relevant IT innovations and lead digital improvement projects. Together with service partners you will be responsible for the delivery of high quality solutions and services that meet the business needs.

In this position you will have an important stakeholder facing role and this requires that you establish and manage expectations with the business worldwide and drive the IT service team to achieve those expectations. In line with this, you are responsible for ensuring that the processes being delivered have been properly defined, configures and tested and are of appropriate quality to support the operational business.

Next to your Service (Delivery) Management tasks, you will be also be the leading the infrastructure and security team and have the responsibility to manage, coach and guide a team of 4FTE.

Tasks/Responsibilities

• Maintain high performing service support functions including IT Service Desk, JD Edwards support, Infrastructure and VIP Support.
• Represent IT and align service levels with the MD's/FD's and or business process owners.
• Work with internal staff and third parties for capacity management, problem management and system performance aligned with security protocols and global business requirements.
• Monitor and analyze risk and impact of global change requests and align this cross functionally.
• Assist in facilitating issue resolution during projects (i.e. undertake issue resolution directly, supply information or support others to allow them to resolve the issue).
• Multi-disciplinary aspect: act as a liaison to other teams on a technical level on global requirements.
• Ensure that the global training material and support procedures are validated and updated.
• Be available and actively involved during project go-lives and monitor activities outside office hours.
• Owner of the Incident, Request, Change, DR and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
• Champion IT Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed

Technical

• Lead the Servicedesk team and third parties to continually improve the Intune managed devices.
• Manage the desktop computing environment to ensure that laptops, PC's and other access devices are built and maintained to high standards of performance and security.
• Lead Azure AD management, infrastructure improvement and insourcing projects.

Performance & Quality

• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
• Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
• Provide regular and accurate management reporting on IT Service performance
• Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment
• Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments

Job Offer

A very interesting and challenging role as Service Delivery Manager within a global company where you will be responsible for IT services on Infrastructure and IT Security. You will help the company to get IT to the next level and provide the business with the best quality of services they need. Next to great contact of the role, they offer a excellent remuneration package (incl. bonus).