Global Service Delivery Manager

As a global leader in facilities services we connect people and places to make the world work better. Whether directly or indirectly, you’ll play a vital role in supporting our placemakers in delivering exceptional workplace experiences for our customers. Together, we make space for people and businesses to thrive.

 

Location:  Warsaw/ Mazowieckie voivodeship

Language: English

 

Main purpose of the position

As a Service Delivery Manager, you will be responsible for managing the end-to-end delivery process in alignment with ITIL best practices, security and compliance standards .

Your goal will be to deliver services that meet business needs, accelerate digital transformation and create/maintain a competitive advantage within ISS A/S market segments.

You will be the key point of contact for the business stakeholders and be the liaison between IT, vendors and the business.

You have a high attention to detail, strong communication skills and is able to take responsibility.

 

Key expectations:

You have a proper working experience, high attention to detail, strong communication skills and are able to take responsibility.

 

What you’ll do:

·         Build and maintain long-term relationships with internal/external stakeholders at all levels;

·         Serve as the key interface between the business and internal/vendor service units;

·         Document and describe services, conduct reviews, and provide detailed reporting;

·         Oversee and shape complaint handling and management processes to ensure high customer satisfaction;

·         Drive Continuous Service Improvement and service lifecycle strategy;

·         Manage service metrics, quality, and continuity plans;

·         Lead vendor relationships, service transitions, and sourcing models;

·         Take responsibility for service transition, cooperation with security, risk/compliance, technical and application teams – all in compliance with with corporate policies and standards.

 

Who you’ll work with:

·         Service/Product Owners;

·         Internal and external IT and business application teams;

·         ITSM process owners, Service Desk and Operation teams;

·         Information Security and Compliance teams;

·         External vendors – IT (on-prem and Cloud) and AMS.

 

Key qualifications:

·         Over 10 years of experience in a senior service delivery management role or equivalent position in a complex multi-Client international environment;

·         Advanced, practical knowledge of ITIL, preferably supported by relevant certifications;

·         High level understanding of large-scale IT environments - technical background preferred;

·         Experience with ITSM tools for service management, performance monitoring, and reporting;

·         Experience in the transition management role (IT service set-up/take-over) would be highly desirable;

·         Understanding agile/scrum methodologies is nice to have;

·         Understanding of risk management principles, experience in identifying and mitigating operational risks related to the IT maintenance and support process;

·         Very good command of English;

·         Master’s (or Bachelor’s) degree in Computer Science or a related field.

 

Personal skills you excel:

·         Highly organized and able to work independently;

·         Leadership qualities to foster proactive and open-minded teamwork;

·         Ability to learn quickly and to achieve an understanding of the underlying techno