A team of 4 is looking for it's new team leader! As a Lead Service Delivery Manager you will be responsible for 3 products which involves opportunity to get involved in Cloud - related projects.
Your key accountabilities will be
Being responsible for a platform for external solutions, taking care of Service Management, Engineering Management, Customer Management and Project Management tasks.
- Managing a team of 3 - 5 service managers
- Building up and maintain the Shared Service capabilities of enterprise level computing architecture according to the vendor's recommendation (in close collaboration with the Customers)
- Implement and maintain service quality management, determine trends and fall-back in major services and ensure that all required follow-up activities are carried out
- Support Customer Experience Management initiatives by development, maintenance and operations of proactive and reactive reports, tools and data sources
- Ensure that appropriate KPI’s are set for all service management related processes and procedures
- Ensure that OLAs and SLAs are defined for all technology provided services, drive related discussions and liaise between technology and business to achieve agreement
- Resource planning and allocation on a cost-efficient way
- Build and maintain excellent relationships with internal and external partners, suppliers and third parties
- Regular reviews on vendors’ support activities to ensure the service level required by the main customer