Service Delivery Manager | Managed Services Operations
Service Delivery Manager | Managed Services Operations
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Job Description & Summary
The Application Evolution Services team is a part of PwC Poland. Our work requires constant monitoring of the operation of applications and realtime response. We also improve existing products and introduce new functionalities so that applications can advance in parallel with our clients growth. We repair keep our fingers on the pulse create CR document and sometimes teach our clients employees. The better we work the less you notice us. Plus we simply love what we do. We deploy the most innovative Customer Experience solutions for our clients.We are looking for:
Service Delivery Manager
As a Service Delivery Manager you will be responsible for managing the endtoend delivery process in alignment with ITIL best practices. You will oversee the overall IT service delivery in particular ensuring that all necessary ITSM functions and processes are in place to meet business requirements client expectations SLAs and KPIs.
Your Future Role:
Supervise and coordinate the IT service management process and the service delivery for a given client(s).
Supervise all service functions like service desk technical support or supplier management.
Identify and implement process improvements to enhance the service quality and efficiency.
Act as a liaison between customers/business units IT teams and suppliers/vendors for effective communication between the parties
Actively manage (handson engagement) all ITSM processes e.g. ensure smooth resolution of incidents at all stages by all functions involved work closely with the engaged team on major incidents provide effective identification of root causes to prevent recurrence manage problems etc.
Manage implementation of software changes and supervise configuration as well as release management processes.
Participate in/colead the transition processes when takingover or setting up the services for new clients (incl. collaborating with stakeholders organizing a knowledge transfer maintaining the documentation and assuring compliance with best practice/commonly used frameworks and standards like ITIL)
Manage capacity of the service delivery team and assure proper competence level among the team members.
Manage SLAs / KPIs execution and provide their proper monitoring and reporting.
Ensure compliance of the supervised services with corporate policies and standards.
Apply if you have:
Minimum of 5 years of experience in IT service management.
Strong understanding of ITIL framework and best practices.
Excellent communication and interpersonal skills with the ability to interact effectively with diverse teams and stakeholders product owners service solution designers architects business representatives etc.
Leadership and Team Management capabilities ability to lead and manage service functions engaged in the ITSM process.
Experience in the transition management role (IT service setup/takeover) would be highly desirable.
Excellent knowledge of any ITSMclass tool (advanced user perspective).
Problemsolving and analytical skills (focus on resolving issues determining root causes identifying and implementing process improvements).
Understanding agile/scrum methodologies and the iterative product development process.
Understanding of risk management principles experience in identifying and mitigating operational risks related to the IT maintenance and support process.
Very good command of English.
Bachelors degree in information technology Computer Science or a related field.
Nice to have:
Experience in ServiceNow software.
ITIL Foundation Certification.
Knowledge of German.
The role will not necessarily refer to the SAP technology however the knowledge of SAP including SAP Public Cloud Finance and Controlling and SAP Base and SAP Business Technology Platform (BTP) might be beneficial in some engagements
By joining us you gain:
Work flexibility hybrid working model flexible start of the day workation sabbatical leave
Development and upskilling our full support during onboarding process mentoring from experienced colleagues training sessions workshop and conversations with native speaker
Wide medical and wellbeing program medical care package (freedom of treatment physiotherapy) coaching mindfulness psychological support education through dedicated webinars and workshops financial and legal counseling
Possibility to create your individual benefits package (a.o. lunch pass insurance packages concierge veterinary package for a pet massages) and access to a cafeteria vouchers discounts on IT equipment and car purchase
3 paid hours for volunteering per month
Additional paid Birthday Day off
And when you start enjoying PwC as much as we do you may recommend your friend to work with us.
Recruitment Process:
Apply
Have a conversation with our Recruiter on a short HR screening call
Lets get to know each other better during an interview with the Hiring Manager.
Should you have any questions please do not hesitate to reach out to us:
Your personal data will be processed for recruitment purposes by PwC Business Services sp. z o.o. sp.k. or another PwC entity which runs a recruitment process (list of entities). If you have given separate consent data will also be processed for other purposes in accordance with the content of the consents granted. Full information about processing your personal data is available in the Privacy Policy.
#LIKP1 #LIHybrid
Required Experience:
Manager
Employment Type
Full-Time
