Job Title : Service Delivery Manager
Job Location : Bangalore, India
Department : IT Service Delivery Management
Reports To : Service Delivery Director - AAR & Global Services
Business Context and Main Purpose of the Job:
Service Delivery Manager - Transact - AAR is to act as a single face and point of escalation for the AAR region comprising of 5 Market Clusters (SEAA, NEA, SA, NAMET & RUB, Africa) for Global & Regional Services under the Transact portfolio. The role is
Responsible for proactive service planning and be accountable for delivery of all services to the client as defined in the global and regional service catalogues
Accountable for the operational integrity of Services through active stewardship of the Service Management processes.
The Service Delivery Manager (SDM)has responsibility, accountability & ownership for leading the operational delivery of end- to-end services to Unilever's Business Units in accordance with Service level Agreements (SLA- s), Operational Level Agreements (OLA- s) and Underpinning Contracts (UC- s).
The services are delivered to the specified functional business area(s). The role leads the effective integration of all service lines into delivery of service to the Unilever business in conjunction with the business relationship contact channel known as the - Business Partners-
The SDM Supports the Service Level Manager / IT Innovation Business Partner(ITBP) / Solution Activation teams during the negotiation of Service Level Agreements with the Customer, has the authority to define the Service levels with inputs from the business / Geo IT teams
Key Services in the portfolio
Regional
U2K2 ECC (ERP)
U2K2 PI Integration
OTM - AAR & India
E-Commerce / EDI
Global
Global Solution Manager
CORE ACCOUNTABILITIES:
Support key business transformations to be integrated into Service Delivery
NEW SERVICES - Ensure Service Design and Transitioned Services meet all Service Acceptance Criteria and fit the delivery model
RUN - Releases associated with U2K2/Big Bets fully signed off. Attend Release Gates to ensure criteria met for ECC & Supply Chain Services
DEPLOY - Ensure ALL serious issues are completely resolved for new Services during PGLS and BEFORE transition to RUN operations - OPERATIONS - support the Tactical model for Global IT Services
Efficient IT Service Operations & Service Risk Management
Regular SLA / OLA reviews to ensure that all service lines are geared up to target
Maintain a service risk register
Ensure regular DR drills to make sure that the service preparedness for disaster scenarios
Ensure timely inputs to the resilience forum
Changes to Services
Eliminate Incidents due to poorly executed changes - Complete visibility of all proposed changes to & releases into Production
Zero unapproved changes to Production
Timely KEC activities
Global & Regional Service Catalogue
Accurately represents all IT Services by portfolio - Remedy resolution teams against each of of the Transact Services (aligned to Global clean-up activities) - 100% maintenance of Service help files
Service Planning for efficient service operations : Develop and Implement Service Plans for ECC & Supply Chain Services to achieve:
BER Metrics for each Service portfolio (Green)
Client and User Satisfaction (per target)
Root cause established for all Major & P1 Incidents - No repeat serious Incidents
Baseline year wise Incidents across Service portfolio and drive continuous reduction in incidents across service lines
Drive Service Performance Management by ensuring effective action tracking across all key service hot spots
Deliver monthly commentary and variance analysis of all deviations from the Service plan - Drive the correct version of truth on Service Delivery through globally aligned SD metrics and SLAs while embedding the Geography IT model.
Effective Relationships with Geo IT teams
Periodic reviews with Geo IT stakeholders to ensure that the service continues to deliver per business expectations
Ensure escalations are managed to the satisfaction of Geo IT / business stakeholders
Key skills
- A strong and self confident leadership and influencing style, being able to make an immediate impact with suppliers and customers. Strong leadership and communication skills
- Proven strong process competencies knowledge
- Ability to inspire confidence in delivery, a strong service focus (project and operations).
- Excellent understanding of service delivery and setting of service levels
- Flexibility to adjust to changing business requirements
- Command of content of the IT computing operations
- Strong business awareness, understanding the broader context in which IT delivery has an impact on overall business performance.
- Proven track-record in leadership of global teams
- Experience of outsourcing and off-shoring
- Strong networking and influencing skills (OrganisationalRelationshipBuilding)
- Development of business cases for technology investment
- Negotiation skills
- Ability to work effectively under pressure
Essential:
- Excellent knowledge of structured Service delivery methodologies such as ITIL
- Strong appreciation of business processes and challenges
- Certification to ITIL Foundation level
Desirable:
Proven experience in managing IT service providers and suppliers in delivering IT projects and services in a multinational European and global context
Good knowledge of supplier management best practice such as e.g. TPI or Equaterra
Knowledge of de-facto Business Controls Frameworks such as CobiT
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