Service Delivery Manager

A LEADING INSTITUTION BASED IN HAGUE HAS TASKED ME TO IDENTIFY A SERVICE DELIVERY MANAGER TO JOIN THEM ON AN INITIAL 12 MONTH CONTRACT.

DELIVERY MANAGEMENT

- Management of the IT Service Delivery Team (5/6 coordinators directly reporting to him plus 50 people approx. in near-shore, who's management will require input by him).
- Management of Service Level Agreements (SLA's) in relation to contracted services, ensuring the SLA's are achieved; service quality and client expectations are met or exceeded.
- Build and maintain client relationships, both internally and externally.
- Attend client service review meetings covering performance, service improvements quality and processes.
- To ensure that system processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.
- To provide reports to an agreed schedule (or on request), including performance & capacity management reports.
- Ownership of Demand Management, establishing the baselines for IT services and manages the exceptions.
- To ensure customer satisfaction by understanding the drivers of its perceptions and managing the team and its outputs accordingly
- As a multi-year engagement, to identify areas of improvement and to implement and monitor improvement plans within the service. To understand customer changing needs and agree on how to accommodate them respecting our needs and our obligations.

PEOPLE MANAGEMENT

- Responsible of the IT Service Teams ( people) organization, team building, staffing training and motivation.
- Matrix management with responsibility for local and nearshore staff.

QUALITY MANAGEMENT

- Responsible for managing the quality of deliverable for services and products ensuring defined standards are applied.
- Responsible for ensuring all service KPI's defined are met or exceeded.
- Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed.

COMMUNICATION

- Act as a single point of contact for customer queries regarding service provided.
- Responsible for reporting and presenting on service status to management boards.
- Manage the communication between the different service areas (internal & external).

KEY SKILLS

- Excellent knowledge of systems, software, technologies, communications and suppliers to supports IT services (+ 5 years).
- Strong communications skills. Able to communicate effectively on technical and business issues.
- Experience on managing services in different locations and countries (multi-cultural teams) within Matrix organisations, having functional reporting over the team but in some cases, non-hierarchical reporting.
- Solid leadership skills are essential, able to communicate ideas to technical staff and managers with equal clearly.
- Negotiation and conflict solving skills
- Relevant IT qualifications ITIL V3.0.
- English Language (expert).

Please send an updated CV for an immediate start.