Job Details
We are seeking a seasoned professional to assume the role of IT Service Delivery Manager. In this position, you will be responsible for overseeing the delivery of IT services to our organization.
Key Responsibilities:
* Serve as the primary point of contact for supplier service delivery, ensuring strict adherence to the Statement of Work (SoW) and fostering a collaborative partnership.
* Define, implement, and enforce SLAs and KPIs for Application Management Services (AMS) and Evolution services, driving a culture of continuous service improvement and measurable results.
* Champion the standardization of AMS practices, ensuring alignment with ITIL v4 principles and established corporate standards.
* Oversee day-to-day service operations delivered by the supplier, ensuring consistent quality, timeliness, and efficiency.
* Manage the 'Evolution' lifecycle, including formal acceptance, timeline tracking, and deliverable quality, primarily utilizing JIRA.
Requirements:
* Bachelor's degree in IT, Business, or a related field, or equivalent professional experience.
* Minimum of 3 years of experience in IT Service Management and managing external IT service providers.
* Strong practical knowledge of ITIL v4 and its application in service delivery.
* Demonstrable experience with SLA/KPI management, performance reporting, and contract/SoW oversight.
* Familiarity with IT Service Management tools, particularly ServiceNow, is an advantage.
Preferred Skills:
* Excellent project coordination skills, particularly for smaller enhancements or evolutions.
* Good communication and presentation skills.
* Fluent in English (written and spoken). German language skills are beneficial for travel and stakeholder interaction.