SMO Senior Service Delivery Manager

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Hydro Extrusion Hungary Kft.
Munkavégzés helye

Székesfehérvár
Munka típusa
- Teljes munkaidő
- Home office
- Alkalmazotti jogviszony
- Rugalmas munkaidő
Tech stack
- ITIL SERVICE MANAGEMENT
Módszertan és szoftverek
- Itil
- Project management
- Change management
Elvárások
- Angol felsőfok
- >10 év tapasztalat
- Középiskola

Teljes munkaidő Home office Alkalmazotti jogviszony Rugalmas munkaidő

ITIL SERVICE MANAGEMENT

Itil Project management Change management

Angol felsőfok >10 év tapasztalat Középiskola

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SMO Senior Service Delivery Manager

Role purpose:

Being responsible for service delivery activities between GBS IT/IS Service Delivery and Hydro Business organizational units focusing primarily to the provided service delivery performance, meeting customer expectations, and driving future demands. Delivers value to GBS IT and to business by professional ownership and management of Critical for rapid resolution with transparent communication towards our IT and Business Leadership.

As Senior Service Expert the overall responsibility includes the support of IT/IS SD Management to continuously increase the organizational agility and maturity level improvement and extend service coverage towards new fully and/or partially owned Business Areas.

Responsibilities:

ESM Service Delivery Owner

Representing Enterprise Service Management towards key Business partners
As SPOC works closely with GBS ESM’s Client Management team for better fulfillment of services contracts
Collaborate with GBS IT Operation & other Resolver teams to continuously improve the provided services
Building strong relationships with teams and stakeholders
Organize and Drive regular Service Review meetings with key Business Partners

Performance and Quality Management

Taking accountability for service delivery performance, meeting customer expectations, and driving future demands, Understands customer’s service ambitions, key pain points and other special focus areas

Service Delivery Performance measurement and Reporting

Providing accurate and regular reports to the management
Tracks UC, OLA and SLA - initiate and implement adjustments
Follow-up Service performance Deviations with Clients and Resolver Groups

Continuous Improvement actions

Maintaining high performance levels for service-related processes, and implementing improvement activities
Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization

Critical Situation Management

Taking ownership of critical incidents
Senior Escalation Management
Providing continuous Executive update

Executive Communication

Own & control overall Service communication
Initiates improvement for further extend GBS IT Ops’ communication transparency

Support Organizational Transformation & Enhancement

Collaborating and partnering with the entire GBS IT organization and leadership
Supports ESM strategy creation and execution to gain Key client satisfaction and engagement

Requirements:

10+ Years of work experience in Enterprise Service Management or similar role
BSc/MSc in computer science, IT, computer engineering or related fields, or equivalent experience
ITIL lifecycle module knowledge (ITIL c3 / ITIL 4)
Fluency in English
Strong stakeholder management
Availability to handle changing priorities
Experience in project management and change management
Ability to think creatively and apply strong analytical and problem-solving skills
Customer oriented through striving to understand business needs and through providing with appropriate solutions
Relevant experience in customer management, negotiation, and relationship management with vendors
Outstanding human relations skills, strong leadership capabilities with proficient communication skills
Working experience in manufacturing industry is a plus

Hydro offers:

Working at the world’s only fully integrated aluminum and leading renewable energy company
Diverse, global teams
Flexible work environment/home office
We provide you the freedom to be creative and to learn from experts
Possibility to grow with the company, gain new certificates
Attractive benefit package