IT Service Delivery Manager, Cloud and Managed Applications
2 weeks ago
Responsibilities
Monitor incoming requests for Technologies & Infrastructures and ensure solutions are being proposed for functional needs that are not yet covered in line with the overall system coherence. Create service catalog and identify new services and transfer ownership to relevant domain architects (with the collaboration with GBT team for global MSP) Ensure the corrective, evolutionary and technical maintenance of the Technologies & Infrastructures, optimize the system / technology development and performance taking proactive action to ensure stable and secure application and infrastructures to avoid potential service disruption. Define and manage the support services and supervise its functioning within the defined standards (define and review KPIs, metrics and SLAs and oversee performance) Coordinate the different experts needed in order to deal with incidents and service requests from level and Manage escalations, crises and exceptional situations and define the emergency action plans, and review problems linked to major incidents or repetitive incidents. Participate in the selection of external suppliers as well as the outsourced services contracted, and follow-up on associated governance. Develop and maintain effective relationships and communication with internal users and/or external suppliers, understanding and managing vendor contracts (Technical, business and Legal aspects), and financial engagements. Produce documents and templates describing products, services, components to establish compliance with relevant documentation requirement; ensure they are valid and up to date and that functions and features are documented in an appropriate way. Manage change and release processes with the provider to introduce new services / technologies in accordance with the L'Oréal change management process and constraints. Coordinate and/or manage the internal/external human resources. Ensure documentation and maintenance of key assets in CMDB and APM Build / maintain / support the Business Continuity Plans for critical applications / services and run Disaster Recovery Plans and maintain associated procedures updated using transition to run outputs. Manage contractual framework for the scope of provider and ensure continuity of service. Contract review and improvements follow up Contribute to financial review and forecast according to budgeted services and report the contract deviances and necessary alignment. Conduct regular governance meetings with service providers and report providers KPIs through service reporting and monitoring, and conduct workload allocations and service costs. Manage / Maintain Service Catalogue / Convention Maintain capacity plans and capacity management aligned and in sync with the billing and financial forecasts Follow the governance, processes (incl. key ITSM processes such as incident, change and problem management), knowledge base standards set at the Zone and Group Level. Align with the processes, standards, policies, and tooling set by the Group SDMs in the same Infra Technical DomainRequirements
Minimally years of IT Service delivery & Project Management experience Knowledge of both theoretical and practical aspects of ITIL, IT Service Delivery & service transitioning Direct work experience in technical infrastructure management, capacity, and vendor management. Proven experience in people management, risk management, and change management. Knowledge of IT Infra structure management platforms like windows, Linux, Databases, storage etc. Experience in managing Data center operations & IT Service Delivery Experience with working with offshore (India) based teams. Experience in working with multidisciplinary teams in IT infrastructure management. Manage and drive the technical discussions during the high priority issue calls with customers Stakeholder management. Good communication skills Good experience with MS Project, Microsoft Excel, Visio, Word, Outlook, and SharePoint. Strong negotiation/facilitation skills with an ability to gain consensus. Excellent written and presentation skills and strong decision-making skills. Ability to manage customer expectations throughout the project implementation and delivery process. Ability to work on teams in a lead and participative capacity with many different and diverse stakeholders. Formal knowledge of service delivery management principles, processes, and tools. Puedes inscribirte en un máximo de tres ofertas en un período de días. No puedes retirar tu solicitud una vez enviada, así que asegúrate de elegir la posición que mejor se adapte a tus habilidades y aspiraciones.-
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