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IT Service Delivery Manager

Posting Country:  Romania
Date Posted:  12-Jun-2022
Full Time / Part Time:  Full Time
Contract Type:  Permanent

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Your day to day :

_VOIS IT is an internal organization accountable for IT Service for all _VOIS centers. The broad scope covers services that are delivered by the _VOIS IT team directly, by the TSSC teams or by other external teams. IT Service Delivery Manager is the single point of interface between the _VOIS ITSM organization and the internal business partner and external 3rd party responsible for service operations.
SDM is responsible for ITSM BAU Operations (ensuring the service is delivered as per agreed SLAs and KPIs) and for the financial governance of the provided service.

With these activities you will have a great impact on our business:

• Take a lead in ITSM organization and ensure that responsibilities of ITSM organization are performed as required;
 • Ensure that ITSM policies, processes, working procedures and plans are documented and communicated to all people involved 
• Facilitate implementation of processes, procedures and plans according with the requirements of ISO/IEC 20000-1-2018 standard 
• Be accountable for Services through all lifecycle stages, for a portfolio of (internal) customers
 • Support growth of business from internal customers through strategic engagement and relationship
• Understanding of the local market/group function IT strategy, business pressures/challenges
• Identification of the business growth opportunities, creation of opportunities pipeline
• Define and approve SLAs with internal customers as well as suppliers; 
• Implement and monitor KPIs for service management.
 • Take a lead in ITSM Organization to plan improvements in IT service management; 
• Set targets for improvements in quality, costs and resource utilization;
 • Organize and manage the governance meetings between service operations and the internal customer (regular meetings, monthly SLA and financial reporting)
 • Plan and implement audit to determine whether the service management requirements:
• According with the service management plan and to the requirements of ISO/IEC 20000-1-2018 standard.
 • Are effectively implemented and maintained.
 • Opportunity identification for Service delivery improvement, automation, speed/simplicity/trust enhancement and management via internal due diligence to create a pipeline of opportunities 
• Perform IT service risk assessment

With these values and skills you are a great candidate:

Core competencies, knowledge and experience:

 • Account management/business development 
• Service management
• Customer relationship management
 • Internal/external stakeholders management
• Financial governance

Soft skills:

 • Communication Skills –strong interpersonal skills, ease in communication 
• Teamwork – ability to work in a competitive environment and provide all the support required to other colleagues
 • Detail-Oriented – analytical skills and focus on best-fit solutions to service delivery issues

Must have technical / professional qualifications 

• Education: Bachelor Degree; IT or Telecommunication background would be a plus
 • 5+ experience in IT Services (preferable in Telecommunication industry)
 • 5+ leadership experience with globally distributed teams 
• Must have the ability to grow business
• Customer relationship management
 • Ability to establish mutual trusting and professional relationship 
• Rigor and reliability in the follow up and implementation of actions 
• Financial governance experience

Sounds like the perfect job? We’ve got even more to offer:

·    Work from Home – You can get to work remotely 
·    Medical and dental services
·    Life insurance
·    Dedicated employee phone subscription
·    Special discounts for gyms and retailers
·    Annual Company Bonus 
·    Ongoing Education 
·    You get to work with tried and trusted web-technology
·    Getting in on the ground floor of an technology changing company
·    Flexible Vacation

The future is exciting.Ready?

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.