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 methodologiesAbility to identify and instill industry best practices.Proven Customer Service skillsExcellent written and oral communicationLanguage skills needed - English and German
People skills
Service ManagementStakeholder managementPeople managementSoft skills
Create deep client impactExecution excellenceArea 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 geographiesPoint of Contact for future Infrastructure Enhancement and requirement gathering.Coordinate with IT teams at different client Sites for Incident resolution and Project ImplementationsManage IT Service Delivery at onshore LocationsCoordinate 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 groupsDrive 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 implementationsWork with Delivery SPOCs and client Business users on IT requirementsCoordination with 3rd party vendor / contractors on IT System up-grade / break fix / new installationsVendor Contract and License ManagementImplement Service improvement and Transformation initiativesNote : Applicants for employment in Germany should possess work authorization which does not require sponsorship by the employer for a visa.