Head - Regional HR at Home Credit
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Home Credit - Service Delivery Manager - IT (6-15 yrs)
The Service Delivery Manager is provider and innovator of business as usual (BAU) IT service. Role holder is required to lead a multi-site international 24 x 7 support team, in a large commercial environment. The role requires a leader with a hands-on approach and a deep understanding of the technicalities and pressures of running a support function across multiple sites. The overall objective is to provide a universally excellent support service, regardless of where clients, partners and enterprise users are located, what language they speak. The appointee will be able to inspire a young and competent team to achieve high levels of excellence, while driving up the maturity and professionalism of the service. The appointee needs to reduce costs and streamline any processes to save the company money without negatively affecting the client or customer experience. Since the customer must come first, the service delivery manager also controls customer satisfaction. He keeps open communications with ICT teams and both internal and external business partners.The appointee will be required to formalise the existing support service and implement coherent ITIL derived practices, process and formalities such as SLAs and reporting.
Key Responsibility
In-line with COBIT dimensions - Plan and Organize, Acquire and Implement Deliver and Support, Monitor and Evaluate - role holder responsibilities are defined as following:
Delivery of excellence in all aspects of the support function within an ITIL and COBIT derived framework.
Maintain a high level, highly credible presence with key stakeholders.
Take ownership of problems, and strive for excellence.
Line management, leadership, mentoring and staff development of the support team in all locations.
Staff recruitment, development and training.
Service design, process development and ticket management to agreed SLAs.
Out of Hours and emergency escalation.
Development and implementation of professional best practice within in the Support team.
SLA development, performance and KPI reporting.
Problem management and root cause analysis.
Ticket handling, prioritisation and escalation.
Service Catalogue development & implementation.
Maintenance of support, process, transition and DR documentation.
Implementation and protection of BAU production environment.
Active member of IT Management Team & contributor to strategic IT direction
Represent the support and wider IT function at customer liaison meetings.
Need to have areas
Project management (e.g software, hardware or network roll outs)
Root cause buster
Strong hands-on experience with management of enterprise-grade processes, applications and underlying technology
Education and professional background in one of the areas - telephony, networks, Software engineering
Business oriented thinking and execution
Incident management
8+ years professional experience in ICT Development, Service Delivery or Project management while 4+ years in ITC Service delivery itself, University degree is required
ITIL v3 certification
PMP certification
Master university degree or equivalent
Business related professional experience (non-IT or service delivery/operations position)
Combining both software delivery and customer experience
Professional experience in multi cultural environment
Understanding loan business
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