Service Delivery Specialist - SDS

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.

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