Delivery and Service Manager

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Expected Achievements

Define and apply local engagements while adapting central engagements (contracts) to local specificities.Ensure that services for clients are delivered in accordance with defined commitments.Facilitate and prepare changes in ongoing activities (Run operations).Foster efficient collaboration between stakeholders involved in service delivery, including onsite support partners and global/local partner companies.Challenge and validate user requirements and the solutions proposed by partners.Manage contractual and payment processes for partner/service companies.Oversee and manage the IT budget, ensuring cost efficiency and optimization.Identify and implement opportunities for service improvement and operational efficiency.Continuously monitor and analyze user satisfaction, implementing improvement actions as necessary.Provide support for site-specific local IT projects.Leverage ServiceNow for ITIL-based process management and service tracking.Maintain strong asset management practices, ensuring accountability and optimization of IT assets.

Skills Required

Strong understanding of contractual obligations, vendor management, and payment processes.Proven experience in IT service management, with a focus on efficiency and user satisfaction.Proficiency in ITIL processes, with hands-on experience using ServiceNow or similar ITSM tools.Excellent communication and stakeholder management skills to interact with business units, service providers, and IT teams.Experience in budget management and cost control within an IT environment.Strong analytical and problem-solving skills to drive continuous improvement initiatives.Solid background in asset management, including tracking, optimization, and lifecycle managementExperience in managing IT services in a global or multi-site environment.Familiarity with network (NET), digital applications (DAP), and end-user experience (EUX) services.

Availability

Flexible to operate 3-4 days from office and collaborate with teams in different time zones.