Service Delivery Specialist (06573)

Job Description

POSITION PURPOSE:

As a member of the Tech Services and IT Security, the Service Delivery Specialist will report to the Service Delivery Manager and will perform the role overseeing implementation and the follow-up of a framework to deliver Infrastructure services that meet the customer's needs and the standards of the Group. He/she will lead the implementation of catalog of services, SLAs, standardization of the services, management of processes and associated methodology (ITIL and implementation of CMMI), definition and implementation of KPIs, and strongly contribute to organize the department in a shared model.

He/she will focus on keeping clients satisfied with the company's services in coordination with the delivery teams and their respective leaders, in tracking service metrics, and helping lead the professionals responsible for getting services delivered to clients.

Additionally, and as part of the management of Tech Services and IT Security, he/she will contribute to the construction and evolution of the company ESSPI.

This person must have good knowledge in Infrastructure solutions, with a strong experience in delivering services, and must be able to lead, operate and continuously improve the environments distributed across 600+ remote locations throughout EUROPE, Asia, US, Latam and Canada.

RESPONSIBILITIES:

• Manage and control the expectations of the stakeholders within the region and/or shift managed as it adhere to the to the committed services under the shared service model and its processes.

• Monitor and Control the implementation and maintain framework of best of breed standards in Tech Services and IT Security on following topics but not limited to:

o Catalog of services to describe the scope of ESSPI Infrastructure SLAs of the corresponding services with the Processes within ESSPI and in relation with Customers organizations

o Ensure adherence to the shared model to improve efficiency and enlarge the period of support on 24h

• Monitor and Control the statement of work with shared service customers based on current services actual or requirement

• Coordination across all the Tech Services service line leveraging the team leaders and services line coordinator for the service delivery to ensure the delivery and quality of the services. 

• Consistent communication, monitoring and driving of the continuous improvements for the managed Customers across all the services provided.

• Regular reporting & daily monitoring on activity, quality and performance

• Ensure appropriate documentation on agreements and/or hand-over activities

• Accurate and timely reporting to the head of Infrastructure department esp. on escalation impacting services and/or performance of the team.

• Ensure the impact of any changes to the level of service, particularly service level commitments and operational agreements

• Monitor, analyze and evaluate the operational performance of customers support and the results of the indicators and propose action plans

• Participate in the identification of value-creating services

• Identify new customer needs

• Contribute to the search for ideas and solutions (and its implementation) to continuously improve the performance of the company

• Build capability plan and skill up plan for individual resources within the service line directly managed and/or contribute in building one for the other service line as necessary based on experience and exposure.

Preferred Qualifications

Primary Technical abilities:

• Breathe of experience in Infrastructure solutions: Datacenters, Clouds, Network, Security.

• Depth of experience on at least one of the areas in Infrastructure solution

• Experienced in managing or coordinating teams in a complex organization

• Knowledgeable on Operations KPI – Ticket Mgt to Infrastructure KPIs (e.g. Back-up completeness, Recovery RTO/RPO, Infra Utilization improvement)

• Solid experience in ITIL processes mgmt (ITIL certified minimum)

• Solid experience in Services Management

Secondary Technical abilities:

• Project management skills

• Has worked in an multi-cultural environment

• Innovative methodologies such as Agile or DevOps

• CMMI experience

Behavior abilities:

• At least 10yrs experience in Infrastructure delivery or IT services delivery

• At least 5yrs experience in Services Delivery management

• Customer service oriented

• Leadership & entrepreneurship (owner-mindset)

• Ability to organize, to federate and coordinate

• Capacity to adapt with flexibility

• Convincing & influence

• Rigorous and organised

• Self-motivated, eager to learn and grow in the I.S. profession

• Team player must be able to work with people within and outside of the IT department.

• Excellent communication skills, verbal and written. English speaking mandatory

• Ability to analyze and synthesize situations

• Ability to Understand the business constraints

• Willing to do some traveling

• Dedication

Technical Environment:  

• Public and Private Cloud – OnPrem, Azure, AWS, GCP (at least 2)

• OS/Cloud Maintenance & Monitoring/Utilization/Capacity

• Back-up and Storage

• Disaster Recovery

• Network Layer – Switches, Firewalls, voip

• Ticket Management and Critical Incident Management