Domain Manager

Role: Domain Manager

My client urgently requires a Domain Manager to be based in the Netherlands for a 6 month contract.

Location: Netherlands

Start date: 01/01/19

Job Description

The Domain Manager IMS is responsible for the assigned domain within GBS IM Services unit and focuses on operational excellence and continuous improvement. As a key member of the GBS IM Services global delivery team working together with the rest of the GBS team on driving business continuity, and user/business satisfaction towards the BA/BU's and global end user community.

The Domain Manager - IMS reports into Manager IMS Delivery Management. GBS IM Services is the global service delivery unit within GBS, under the responsibility of the GPO IM. GBS IM Services is responsible for the (End-to-End) IT services provided to the BU/BA's and the end-users across the globe. This group is responsible for simplifying, standardising, globalising and automating processes. A large part of the service delivery activities is sourced to external strategic partners. This implies that the GBS IM Services unit is largely dependent on the performance of and cooperation with these partners.

Responsibilities

Domain Management

* Responsible for ensuring that service providers deliver the services for his/her defined domain, as per agreed budget, performance levels and business/user satisfaction
* Ensuring that all Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets.
* Pro-actively Monitors and reports on service levels
* Ensures consistently high service performance, monitors employees and evaluates feedback to develop quality improvement processes
* Monitors customer satisfaction with terms and conditions and contracting practices to ensure that the services meet customer expectation and requirements
* Look for new opportunities with the Suppliers to optimise services and works and communicates the outcome of analysis with stakeholders
* Adequately manages and optimises service contracts
* To manage the cost related to the IM services with the assigned domain
* Understands this role within an End to End Service mindset, not just the technical components and impact from a business/user's perspective
* Establish win-win relationships that add clear value to all parties within the services value chain
* Drive the delivery of services in the assigned area in line with customer expectations, budget and service levels in an operational excellence fashion
* Ensure that work instructions are provided to ensure effective service delivery and that work schedules are established
* Ensures that adequate resources are assigned to be able to meet customer specifications and service levels.
* Ensure that productivity support teams are provided with feedback and practical advice on how they perform their duties to be effective in their role
* Actively manage exceptional requests and escalations from BA/BUs and suppliers
* Contributes to the establishment of a comprehensive procedure for acceptance of new or adjusted services from projects to the support organisation, including acceptance criteria, to ensure that new or adjusted services can meet the agreed service levels
* Review invoices from suppliers against budget and delivered services together with the designated Contract & Vendor Manager
* Work with Contract & Vendor Managers to drive effective vendor management and identifying the opportunities and improvement/risk areas.
* Ensure that the services operate in line with the Security & Compliance Framework, specifically in organizing appropriate controls and complying with the relevant elements of the GBS-IM operating model and related operational services documentation
* Team/people management
* Monitors employees and evaluates feedback to develop people and skills
* Translate demand into requirements and appropriate solutions within area of responsibility
* Lead by example and actively engage and motivate their teams
* Foster an environment where people work together and leverage off each other GBS/generic
* Collaboration with peers in the full-service chain
* Together with the Service Delivery Manager, maintains close contact with IM Demand organisation and process coach network in the business
* Pro-actively contribute to the operational integrity of GBS operations globally through continuous improvement and operational excellence
* Actively seeks alignment and cooperation (shoulder to shoulder mindset) with the other GBS domains
* Raise the bar by continuously look for ways to improve, also by staying abreast of external trends

Job Description

Experience/Education

* Master/bachelor degree in business management, computer science, computer engineering, or a related field of study
* Professional with minimum of 10 years of experience in the IT sector including 3 to 5 years managing IT professionals across a diverse geographies and organisational cultures
* Strong service management experience
* Strong outsourcing and vendor management skills
* Knowledge of the manufacturing/process industry
* Knowledge of best practice solutions in the shared solutions space
* Strong knowledge and experience in the assigned service domain
* Individual must demonstrate ability to act autonomously
* Multiyear experience in leading multi-disciplinary teams of specialists in the IT sector

Key Generic Competencies

* Excellent communication and stakeholder management
* Collaboration through trust and continuous drive for improvement/optimisation (continuously raising the bar for him/herself, his/her team, his/her peers and suppliers)
* Ability to remain neutral toward technology, vendor and product choices, as well as to be more interested in results than in personal preferences
* Ability to balance the long-term (or "big-picture") and short term implications of individual decisions
* Ability to see the whole picture ("helicopter view") as well as being able to focus in to the detail
* Fluent in written and spoken English
* Dedicated to reach and maintain high quality standards
* Strong analytical skills
* Ability to influence internal and external parties

If you are interested in this opportunity, please apply now with your updated CV in word/PDF format.

Notwithstanding any guidelines given to level of experience sought, we will consider candidates from outside this range if they can demonstrate the necessary competencies.

Square One is acting as both an employment agency and an employment business, and is an equal opportunities recruitment business. Square One embraces diversity and will treat everyone equally: Please see our website for our full diversity statement.