"Service Delivery Manager"

The Service and Operations Delivery Manager takes over operational responsibility for Global Infra Operation Center in Manila. The SDM will play a key role in driving the development forward and, based on an in-depth experience, will help to ensure a stable and future-oriented infrastructure operation. Focus is on both continuous improvement of service capabilities, quality and cost. The SDM works closely with the global onshore service teams.Your Tasks as Manager of the Manila Delivery Team:

• Leads the Delivery Team in Manila• Setup up and development of delivery organization in accordance to the growing service scope and service requirements
• Drives actively the implementation of all required skills
• Takes the responsibility for the resource management and shift planning in accordance to the service requirements
• Fosters a positive and customer-oriented mindset in the team
Your Responsibilities in Service Operations :

• Delivers infrastructure services according to agreed OLA/SLA• Pro-actively identifies operational issues and drive resolution with his team in close cooperation with the respective onshore IT Teams
• Continual performance improvement of the Global IT Infrastructure Operation Center in terms of service capabilities, quality, efficiency and cost
• Manages the efficiency and effectiveness of incident, problem and change management functions and processes and guides the delivery team in their improvement, maintenance and handling.
• Manages third parties involved in the service supply chain
• Establishes and maintains a KPI based service reporting
• Supports the transfer of additional services into the Global Infra Operations Center
• Ensures an excellent communication and knowledge exchange within the company’s IT Organization
• Takes part in the on-call duty
Your Profile:

• Proven track record in setup of infrastructure delivery units and >10 years’ experience in operational management within a global IT organization• Sound understanding of Service Management and clear commitment to Service Management Framework – ITIL certification (e.g. ITIL Practitioner/Master)
• Broad understanding of HW and SW platforms, Cloud, ITSM, operational tools and the related dependencies
• Familiar with service automation approaches and solutions
• Experienced in shift planning, shift operation and people management
• Distinctive service delivery mindset
• Strong intercultural competencies
• Willingness to international travel (mainly Germany)