[4600] Service Delivery Manager

Sector: Airspace
Location: Brussels
Working model: 100% onsite
Start date: ASAP
Duration: 6 months + extensions

Description:

As a Service Delivery Manager, you will play a pivotal role in the quality of end-to-end digital service delivered to a high-profile client, managing the overall performance of all services provided by dedicated technical infrastructure, platform, and application team. You will adopt a portfolio view, managing end-to-end services, which include multiple technologies.
You will provide leadership to the team to oversee the success of projects and initiatives whilst remaining responsible for maintaining the BaU performance. You will be responsible for defining clear objectives, developing strategic plans and ensuring the achievement of desired outcomes. The role requires a blend of strategic thinking, Service Management expertise, delivery skills and a focus on continuous improvement.

Skills & Experience:
• Experience leading a small, dedicated account team
• Service delivery management experience
• Project delivery exposure (both waterfall and agile)
• Experience in creating and leading service improvement plans
• Ability to influence key stakeholders and work with all levels of seniority and competency to drive towards a common solution.
• Understanding the importance of business processes and compliance, with the ability to demonstrate successful application of such.
• Excellent communication and negotiation skills.
• Strong relationship management skills.
• Excellent report writing and presentation skills.
• Able to identify key deliveries and prioritize effectively.

Responsibilities:
• Be responsible for ensuring that IT services are delivered efficiently, effectively, and in alignment with business needs.
• Be a key participant of analyzing, designing, and delivering the target operating model for mission critical applications solutions of the customer’s support and maintenance services.
• Participate in the definition and management of the process landscape to support target operating model with high focus on automation, and end to end observability.
• Manage the ServiceNow components such as Service Catalog, Change, Incident, Problem Management, Asset Management, Catalog Items, Workflows, Reports, Knowledge, CMDB, etc.
• Represent the service at board-level and with senior stakeholders, using information from diverse user, project delivery, commercial and service sources.
• Regular engagement with client stakeholders, ensuring depth and reach within the wider organisation to improve working relationships. and
• Ensure adherence to ITIL service management methodology in the delivery of Managed Services.
• Identify where process gaps exist and work with business stakeholders to review and refine them.
• Take an active role in Change Management to represent our best interest and ensure the process is communicated and followed.
• Understand the P&L for to ensure there is cost coverage for all services provided.
• Ability to identify further service opportunities and work closely with sales and account management functions to grow the Atos services footprint.
• Provides mentoring to aide in the development and growth of team members.
• Be outcome-focused and balance the needs of competing delivery and BaU requirements, ensuring that services are reliably and effectively delivered.
• Solid coordination skill with agile experience
• Ability to drive constant service improvement and focus on delivering service excellence.
• Ensuring service levels comply with contractual deliverables

Must have Required Qualification:
• Degree educated preferred.
• ITIL Foundation minimum.