Global Service Delivery Manager - IT

IT-Global Service Delivery Manager

Only From Tier-1 Business School and Tier-1 Engineering College.

Domain Expertise: Sales/Marketing Application is Must

Relevant Experience :

- Educated to bachelor degree level.

- Has extensive experience managing IT service delivery, operating ITIL / PRISM processes and working with external support relationships.

- Has wide and detailed IT knowledge.

- Is familiar with all aspects of IT Service delivery

- Possesses up to date knowledge of significant areas of operational and/or development environments.

- Shows a thorough understanding of applicable project management and/or operational management standards and procedures including technical, quality, safety and financial matters across all areas of Service delivery.

- Displays good inter-personal skills at all levels of contact and in a wide variety of situations.

- Demonstrates the ability to make, and take responsibility for, sound and far reaching decisions on major technical and service delivery issues.

- Has the necessary operational, line management experience and cultural awareness to lead a geographically dispersed and global team.

- Not afraid to challenge decisions and to champion what is right for the sustained availability and health of global & regional IT services

Accountability and responsibilities :

The Service Delivery Manager has the following accountabilities :

Service Delivery :

Lead proactive Service planning and own and publish the Service Plan for each portfolio of Services to :

- Drive up / maintain availability of production Services through prediction & mitigation of all planned interventions

- Drive down Incident volumes through ongoing analysis of themes and putting in place permanent resolutions in order to deliver sustainable high levels of service

- Drive consistency and health of the ESR performance metrics for all global & regional IT services and on a sustained basis

- Accountable for the delivery of the IT service to the Clients as defined in the global & regional Service catalog

Responsible for the operational integrity of Services through active stewardship of the Service Management processes, specifically :

- Drive compliance to the PRISM processes

- Leads improvements to the agreed Service Management Process

- This applies to all Service Lines providing IT Services (either components of Services or End to end) to the Clients.

- Eliminate repeat Service issues through detailed problem investigations, root cause analysis and structural changes to production services

- Build and manage relationships with CD/Consumer IT Business Engagement Team/Geo IT teams in order to become a trusted partner. Seek feedback on the performance of IT services from the CD/Consumer IT business engagement team/Geo IT teams in order that this fully taken into account in service improvement plans.

- Lead regular service reviews with CD/Consumer IT Business Engagement Team/Geo IT ; initiates action to maintain or improve levels of service to the Clients and identifies where support is required from Geography IT, Service lines, Innovation or the CD/Marketing Process Office

- Maintain periodic touch points with Innovation & Process Office teams to ensure that feedback from the Geography / Client is action & tracked to full closure Gate Keeper to ensure that all new IT services comply with the global service acceptance criteria before they are transitioned to Run & Maintain

- Ensure relevant Service Level Agreements are signed off and maintained for the service portfolio

- Ensure that all help files are in place and maintained for all Services. Each Service help file to be updated with the latest Incident scenarios enabling service Incidents to be quickly and correctly prioritized and assigned

- Own the cost of service to the clients.