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Service Delivery Manager
vor 2 Monaten
Position Overview:
The IT Service & Vendor Manager plays a crucial role in maintaining efficient IT operations and fostering effective communication with clients. This position involves prioritizing tasks, managing escalations, and compiling monthly service performance reports. The manager is also responsible for overseeing IT service providers, tracking software assets, and managing licensing agreements.
Key Responsibilities:
Operational Oversight:
Ensure the functionality of IT operations by:
- Monitoring the availability of IT services to guarantee seamless operations
- Coordinating responses to major incidents and implementing security updates
- Facilitating the Change Advisory Board to ensure uninterrupted IT maintenance
Process Optimization:
Enhance service processes by:
- Managing incident, change, and problem management workflows
- Integrating new services into the existing IT operational framework
- Preparing regular performance reports for service recipients and leading service review discussions
Service Provider Management:
Oversee and evaluate service providers by:
- Addressing claims, issues, disputes, and escalations related to contracts
- Monitoring the performance and compliance of service provider agreements
- Negotiating contracts within the IT sector
- Ensuring that contracts meet the requirements of stakeholders
License and Contract Oversight:
Manage software licenses and contracts by:
- Tracking software license utilization and effectiveness
- Generating reports and recommendations for optimizing licenses and contracts
- Collaborating with key stakeholders to ensure adherence to contract terms
Qualifications:
- A minimum of 3 years of relevant experience in IT service management
- Comprehensive knowledge and hands-on experience in IT service management, including incident, change, and problem management
- Familiarity with agile project and service management methodologies
- Proven ability to manage both internal IT functions and external service providers
- Strong analytical skills with a focus on data and metrics
- Proficient English language skills for effective international communication
- Experience in stakeholder engagement and process management
- Strategic mindset with experience in IT supplier and license management
- Excellent negotiation skills with external service providers
- Demonstrated flexibility, commitment, communication skills, and diplomatic acumen
Company Benefits:
- Flexible working arrangements, including remote options
- Competitive compensation package with additional benefits
- Support for both personal and professional growth
- Subsidized meals and complimentary refreshments at the workplace
- Access to on-site fitness facilities or gym membership subsidies
- Public transportation subsidies and various other perks
If you have any inquiries, please feel free to reach out. We look forward to your interest.
