E commerce
👉 Context
We are looking for a Service Delivery Manager for one of our client. As such you will be responsible for implementing and managing operational support services for our large international clients, dealing with teams scattered around the world, the IT department of our client, security compliancy rules.The services you provide concern large online Commerce of Experience platforms that depend heavily on backend services provided by our client and external services provided by 3rd party vendors. As Service Delivery Manager you take point in constructing and managing a support organization and processes that deals with a complex landscape of vendors, corporate clients, agile teams and high paced delivery.You are expected to guide support teams to deliver optimal services, interact with 3rd party vendors to smoothen support and deliver an end-to-end service to our client, but you’re work doesn’t stop here. You also liaise with the delivery team to ensure that the delivered quality will match SLA expectations.
🛠️ Role
As a Service Delivery Manager, you’ll be expected to:
• Setting up and negotiating managed service contracts and SLAs
• Manage service accounts financially
• Set-up and manage SLA reporting
• Manage service processes within the context of your client
• Set-up, monitor and manage processes for incident management, problem management, pro-active application maintenance, change management, request fulfilment and user support
• Manage stakeholders around your account
• Coordinate and manage 3rd parties that the platform(s) depend on
• Interact with clients on a daily basis, not just during incidents
• Contribute to the overall quality of operational services
• Connect ITIL based services to agile way of working
• Share knowledge with and learn from your peers in the Technology Run craft circle
• Contribute to the delivery process by assisting to construct delivery KPIs in alignment to the SLA, release processes to guarantee stable releases and correct communication processes, quality gates to minimize risk of incidents on production
• Minutely manage and coordinate security and privacy related processes for your account(s)
🥋 Ideal Candidate
• 5+ years of relevant experience or equivalent professional insights
• Experience with setting up managed services contracts and SLAs
• Excellent command of English (C2)
• Knowledge of and experience in ITIL, ASL and/or BiSL
• Familiar with DevOps principles
• Preferably experience with online commerce and/or experience platforms
• Experienced to work with off shored teams and in a multi-cultural context
• Excellent spoken and written English
• Accountability, strong communication, collaboration, and time-management skills