Job Details:
As the Service Deliver Manager you will manage the delivery of all services across to a specific client area (Omni-Channel and The Nordics), accountable for the performance of services on a day to day basis to the senior managers within the specific client organisation.
You will be required to travel between the Thomas Cook sites and some over seas travel to the Nordics.
The Department
The transformation of our business has seen us deliver a high-tech, high-touch experience for our customers. As we continue to transform, we’re extending this approach to the wider business. In IT, it’s all about investing in the technology that will power our growth and shapes our success. It’s about using that technology to build deeper customer relationships and create more personalised experiences. It’s about constant innovation; being future proof.
Key accountabilities / responsibilities
As the Service Delivery Manger you will own the service level agreements / expectations with the business management and executives and report performance on an agreed regular basis.Managing a team of 3 Analyst to:
·Own the business relationship for resolution of priority 1 and priority 2 incidents actively engaging in the management to closure.Attend the bridge calls for the major incidents affecting the specific business area and manage the communications with the client.
·Report to the business on the problem management status, ensuring the recurring and known incidents are resolved within an acceptable timescales as agreed with the business.
·Act as the Service and Operations key reference point for the specific business area and liaise as required with the senior executives to ensure that services and solutions are appropriate to their needs.
·Ensure that the service demand requirements are clearly understood, impact analysis undertaken and appropriate solutions provided.
·Participate in the budget review cycle and business charge-out agreements, ensuring that all costs are understood and included in the budgets and that the specific business area are able to rationalise their transferred costs.
·Own the change requirements for the specific business area that are to be delivered from the Service and Operations area from inception to delivery.
·Risk and issues ownership and mitigation management for all risks and issues associated with the services delivered to the specific business area.
Skills and experience
The ideal Service Delivery Manager will need a flexible approach to work and will be responsible for 3 Service Delivery Analysts. You will need strong Leadership skills, as a member of the Service Delivery Management leadership drive continuous improvement.
You will need to demonstrate a tenacious approach to your work and havehigh level of communication skills, required to operate across senior levels of the specific organisational business unit.
You will need to be from a strong technical background, and be able to clearly articulate technical issues in business language. You will need to demonstrate you ability to associate and manage cost to delivery of services, ensuring the first time is right.
Ideally you will have experience of working in outsource businesses solutions and hold Service and Risk lifecycle management.
Ideally you will beITIL trainedto an expert or master level and have experience of Lean however this is not essential...
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