As a member of the Tech Services and IT Security, the Service Delivery Manager willreport to the Head of Tech Services and IT Security and will assure a determining role inthe pricing, implementation and the follow-up of a framework to deliver Infrastructureservices that meet the customer's needs and the standards of the Group. He/she will leadthe implementation of catalog of services, SLAs, standardization of the services,management of processes and associated methodology (ITIL and implementation ofCMMI), definition and implementation of KPIs, and strongly contribute to organ ize thedepartment in a shared model.
He/she will focus on keeping clients satisfied with the company's services in coordinationwith the delivery teams and their respective leaders, in tracking service metrics, andhelping lead the professionals responsible for getting services delivered to clients.Additionally and as part of the management of Tech Services and IT Security, he/she willcontribute to the construction and evolution of the company.
This person must have good knowledge in Infrastructure solutions, with a strongexperience in delivering services, and must be able to lead, operate and continuouslyimprove the environments distributed across 600+ remote locations throughout EUROPE,Asia, US, Latam and Canada.
Primary Technical abilities:• Breathe of experience in Infrastructure solutions: Datacenters, Clouds, Network,Security.• Depth of experience on at least one of the areas in Infrastructure solution• Project management skills• Experienced in managing or coordinating teams in a complex organization• Knowledgeable on Operations KPI – Ticket Mgt to Infrastructure KPIs (e.g. Back-up completeness, Recovery RTO/RPO, Infra Utilization improvement)• Solid experience in ITIL processes mgmt (ITIL certified minimum)• Solid experience in Services ManagementSecondary Technical abilities:• Has worked in an multi-cultural environment• Innovative methodologies such as Agile or DevOps• CMMI experienceBehavior abilities:• At least 10yrs experience in Infrastructure delivery• 5years experience in Services Delivery management• Customer service oriented• Leadership & entrepreneurship (owner-mindset)• Ability to organize, to federate and coordinate• Capacity to adapt with flexibility• Convincing & influence• Rigorous and organised• Self-motivated, eager to learn and grow in the I.S. profession• Team player must be able to work with people within and outside of the ITdepartment.• Excellent communication skills, verbal and written. English speaking mandatory• Ability to analyze and synthesize situations• Ability to Understand the business constraints• Willing to do some traveling• DedicationTechnical Environment:• Public and Private Cloud – OnPrem, Azure, AWS, GCP (at least 2)• OS/Cloud Maintenance & Monitoring/Utilization/Capacity• Back-up and Storage• Disaster Recovery• Network Layer – Switches, Firewalls, voip• Ticket Management and Critical Incident Management