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Service Delivery Manager

K&K social resources and development GmbH
Stuttgart, Germany
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K&K Social Resources & Development GmbH is an international recruiting agency that has been providing technical resources in the European region since 1993 .

This position is with one of our clients in Germany who is actively hiring candidates to expand their teams.

Title : Service Delivery Manager

Employment- Fulltime Permanent

Location : Stuttgart, Germany (2 days / week onsite)

Technical skills

  • IT Service Management certification preferred.
  • IT Infrastructure Service Management experience and associated service models
  • Experience in CMMI based process improvement models, experience delivering Lean / Six sigma projects.
  • Practitioner level understanding of ITIL and working knowledge of service management platforms.
  • Experience working with and influencing various levels of management, building relationships and influence across teams.
  • Ability to lead, make decisions, problem solve and work with-in and with other teams (including partners) to deliver out-comes
  • Demonstrate a resilient approach to working, asking tough questions to identify root cause.
  • Ability to work in a fast-paced environment that shows flexibility, resiliency, self-awareness, and ability to support other team members.
  • Working knowledge of EUC operations including Remote support and Deskside support
  • Experience in Stakeholder management and Conflict resolution
  • Strong verbal and written skills, and ability to convey complex information in a way that others can readily follow.

Technical skills Required

  • Awareness of Service Management, Project and Portfolio management tools and platforms (Service Now etc.)
  • Knowledge of agile methodologies
  • Ability to identify and instill industry best practices.
  • Proven Customer Service skills
  • Excellent written and oral communication

Language skills needed - English and German

People skills

  • Service Management
  • Stakeholder management
  • People management

Soft skills

  • Create deep client impact
  • Execution excellence

Area of responsibilities

The role is expected to carry out following function / activities as part of this job.

  • Conduct ongoing reviews on service health and ITIL / service management practices across service transition, delivery, and transformation.
  • Point of Contact for escalated IT Incidents and update Client on ETA / Resolution / Workaround.
  • Point of Contact for IT Teams and Vendors at across geographies
  • Point of Contact for future Infrastructure Enhancement and requirement gathering.
  • Coordinate with IT teams at different client Sites for Incident resolution and Project Implementations
  • Manage IT Service Delivery at onshore Locations
  • Coordinate with Offshore IT Team for coherence with Business requirements.
  • Proactively manage service levels, with primary focus on prevention of failures and swift corrective actions when necessary.
  • Responsible for effective management of the Daily, Weekly and Monthly Service Review processes.
  • Enables Service Reporting and Governance Reviews.
  • Responsible for Service Performance Management. Develop and manage corrective action plans with Service functions and Partner groups
  • Drive Continual service improvement processes, tracking anticipated value and benefits.
  • Monitor KPI for Incident, Problem and Change Management and provide Client feedback to Offshore Team.
  • Work with PMO on short / long term IT Project implementations
  • Work with Delivery SPOCs and client Business users on IT requirements
  • Coordination with 3rd party vendor / contractors on IT System up-grade / break fix / new installations
  • Vendor Contract and License Management
  • Implement Service improvement and Transformation initiatives

Note : Applicants for employment in Germany should possess work authorization which does not require sponsorship by the employer for a visa.

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