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Job title: Service Delivery Manager Reporting to: Regional Service Delivery Manager The Service Delivery Manager (SDM) operates as the interface between one or more IT departments and the IT Shared Service Center (Randstad Global IT Solutions/ GIS). As SDM you are fully responsible for all aspects of the delivered services of GIS to the client (IT departments world wide). This means delivering high quality service to users, ensure service support and service delivery processes are in place to meet business needs and services provided in alignment with the contract in terms of Service Level Agreements. This position is a stakeholder facing role. It requires the SDM to establish an excellent relationship with the key stakeholders in the IT Department (e.g. CIO) and within our service delivery model (ew.g. offshore delivery center), assess customer feedback, make necessary improvements and manage expectations within the business. As SDM, you are the first point of contact and is expected to by a trusted advisor. You manage risk, delivery, revenue or cost challenges until resolved and customer satisfaction and end-user satisfaction are at the desired level.
Randstad Global IT Solutions Job Profile Service Delivery Manager Our Company With Randstad becoming a more digital company, IT is increasingly becoming an integral part of the innovation cycle. Randstad Global IT Solutions (GIS), our IT Shared Service Center, is set up in 2015 as a separate company. GIS has been set up to centralize and outsource Randstad Data Centers and Network & Telecommunications activities worldwide for all 39 operating companies. Instead of owning and operating our own expensive and complex hardware in a variety if operational set ups, we’ll transform into public cloud infrastructure and consumer graded networks which fits Randstad needs. We do this together with our outsourcing partner Tata Consultancy Services (TCS) and British Telecom (BT). This new way of working provides a great opportunity for introducing industrialized standards and synergies in building and operating our IT infrastructure.
Key activities/responsibilities: ● Accountable for the quality of service and performance; secure efficient, consistent and uninterrupted IT operations ● Owner of the incident, request, change and escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required ● Ownership of major incidents, coordination of resolving parties, effective communication to stakeholders and post incident review ● Ensure future demand is understood and factored into capacity plans for all associated systems; facilitate and manage non-standard service requests ● Support the delivery and successful implementation of GIS projects ● Drive internal and customer facing service review meetings covering performance, service improvements, quality and processes ● Manage delivery according to Service Level Agreements ● Report and discuss GIS costs and cost allocation with the IT departments ● Proactively monitor the service delivery of partners and suppliers ● Maintain a tactical relationship with the partners and suppliers
Qualifications/requirements ● Working experience 5+ years in an IT management role ● Bachelor or master’s degree (WO level), preferably in Information Technology ● Good knowledge of IT Infrastructure outsourced IT (BPO) services and environment ● Excellent and English language skills, verbal and written (must!) ● Experience in working together within nearshore and offshore service model ● Excellent relationship building, stakeholder management and communication skills ● Good understanding of the relationship between IT Infrastructure, applications and business processes ● Excellent knowledge of ITIL disciplines ● Excellent knowledge of project management ● Able to work under pressure and meet deadlines ● Able to demonstrate a high degree of flexibility including shift and out of hours working ● Able to manage sensitive and sometimes confidential information ● Self-motivation and able to take responsibility ● Able to manage and prioritise and tasks and time efficiently ● Able to demonstrate initiative and a proactive approach to daily tasks, also start initiatives even outside his direct control ● Pragmatic, flexible, as well goal and solution focused ● Willing to occasionally travel both within country of residence as internationally ● Capable of working with virtual teams
wat bieden wij?
Conditions You will be working in a high performance environment. We will be offering you a market competitive salary which will includes bonus payments and business travel expenses. Other conditions such as vacation days, retirement fund, shared purchase plan, health care, subscription mobile and data are all part of your package and aligned with Randstad local conditions. Do you fit this profile? Then you are the ideal candidate and we would love for you to apply!