Service Delivery Manager – Hosting(fully remote)

Job description

As Service Delivery Manager you will be responsible for the delivery of service strategy, service development and service delivery performance for Data Centres. You will enable a proactive customer-centric culture; deliver the transformation of data centres into a single optimised service; and deliver continuous improvement in service performance and cost targets.

PROJECT SCOPE:

The scope of Data Centres includes the service management of facilities management, compute, storage, networking and management tools. Over the next period, we will transform the Data Centre from a disparate set of providers to a single, catalogue-driven, SLA managed service. You will play a key part in defining, implementing, transitioning and developing the data centre service. You will report to the Senior Manager, Cloud Hosting and is a member of the Enterprise Technology team. The position is suitable for remote cooperation from Slovakia.

#LI-IP1

Your responsibilities

1. IT Metrics Achievement:
• Achieve IT metrics and SLAs for delivered solutions and services.

2. Service Delivery:
• Achieve budget, schedule, and quality objectives for delivered solutions and services.
• Drives continuous improvement in solution performance, reliability, compliance, and efficiency.

3. Stakeholder Satisfaction:
• Achieve high stakeholder satisfaction.

4. Landscape Leverage:
• Attain high leverage of technology assets & continually simplify IT landscape.

5. Service Management:
• Responsible for delivering Data Centre services to IT throughout the service lifecycle within the agreed service levels. Identify service vendors, establish services and manage vendor performance.
• Manage and provide visibility on the maintenance of Data Centre availability, reliability, maintainability, outage serviceability & continuity requirements against the cost justified service and operating/service level agreements for the service.
• Plan, direct and coordinate the efforts of suppliers’ operations teams to manage and maintain BAU service, the provision of the Data Centre Services.
• Oversee the general health of the live service required to meet business requirements.
• Oversee implementation of, and adherence to, security standards (security strategy set by Security Architecture).
• Ensure ongoing architectural integrity of the service throughout its lifecycle.
• Ensure that all IT Service Management processes, Service Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets.

6. Delivery Management:
• Plan, Lead and deliver project and enhancement delivery in agile manner.
• Lead the delivery execution of the Data Centre projects to achieve scope, schedule, financial, & quality commitments through operating a metrics-based management system, ensuring adherence to principles and standards in the solution lifecycle management process.
• Collaborate with and leverage IT competency centres and shared services
• Ensure the project success metrics are met.

Our requirements

• Bachelor's degree in computer science / information technology or equivalent experience
• Training/certification in ITIL, Agile, Project Management preferred (TOGAF Certified, Any of the ITSM Frameworks, COBIT Foundation)
• Appx. 10 years of IT work experience, with at least 5 years of service and delivery management experience in global and complex environments leading a global data centre delivery into an enterprise
• Leadership of similar scale data centre transformation, including selecting a service provider, building transformation plans, service transition and bringing into steady-state
• Experience of setting DC strategy, proposing improvements, building a business case and initiating DC projects
• Experience of managing a DC services budget greater than $4m/year
• Experience of measurable service KPI improvements
• Experience of driving automation to improve service levels and reduce costs
• Running Major Incidents, Crisis Management and Business Recovery
• Proven record of supporting complex systems preferably in the life science sector
• Strong knowledge of ITIL disciplines
• Experience of managing 3rd parties and 3rd party delivered services
• Experience in managing IT for multiple sites, in multiple geographic
• Effective negotiation skills
• Proficient in building collaborative teams, maintain calm and focus under pressure and instil that ability in others, and be effective communicators
• Communicates and negotiates effectively in English, both formally and informally.
• Ability to operate effectively in a global multi-cultural environment and drive harmonisation and standardisation
• Analyses, designs, plans, executes and evaluates work to time, cost and quality targets. Analyses needs and advises on scope and options for continuous operational improvement.
• Demonstrates creativity, innovation and ethical thinking in applying solutions for the benefit of the customer/stakeholder.
• Maintains an awareness of developments in the industry. Takes initiative to keep skills up to date.
• Proactively ensures security is appropriately addressed within their area by self and others. Engages or works with security specialists as necessary. Contributes to the security culture of the organisation.
• Travel Requirements <10%

Benefits

• Flexible type of employment (COW OR B2B)
• Internal Mobility Program – enjoy many opportunities for career growth, job rotations, diversity of projects & technologies
• International, diverse, and inclusive working environment – get experience in global projects for worldwide leaders and enjoy multinational teams
• Referral Program – enjoy cooperation with your colleagues and get the bonus!
• 5/10 years NATEK club – we offer long term cooperation and celebrate each fifth year cooperation anniversary with gifts
• NATEK CSR Events & team buildings – enjoy our values: accountability, partnership and expertise and #workITwithus
• Education – benefit from our know how, learning courses and certificates and IT events – be part of community of leaders of the industry and take part as a speaker or a visitor

Only for CoW:
• Relocation Bonus – reimbursement for moving expenses for out-of-town candidates
• Bonuses for Personal Events – we congratulate you important events of your life: giving birth to children, university graduation, etc.
• Benefit Plus (Cafeteria) – use our e-shop with corporate benefits like travel, theater tickets, books etc.
• Additional Medical health care – on top of standard health insurance
• Multisport Club Card
• Technical and Personal training – we are investing in your skills growthLanguage courses
• 1 paid day off for volunteering – we are supportive in all charity ideas
• Meal contribution/ food vouchers
• Recreation bonus – enjoy traveling around Slovakia and get reimbursement of travel costs



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