Service Delivery Manager in ‘eiPAAS’

<h2><span><b>Introduction to the job</b></span></h2><p>The IT organization of ASML supports information management, infrastructure and key business processes across ASML. Part of the IT organization is the Core IT department providing all, mission-critical, IT support services. This includes generic IT infrastructure services like laptops and desktops, telecom services, network and datacenters, but also the IT applications which are used within ASML.</p><p></p><p>Aside to own data centers, ASML IT has prioritized the use of Cloud throughout its IT services landscape. eiPAAS services are delivered &amp; deployed in both environments, by multiple teams in an ‘agile release train’. This ART is part of ASML’s Cloud and Datacenter Services organization, and provides services for the whole IT landscape in ASML.</p><p></p><h2><span><b>Role and responsibilities</b></span></h2><p>As a Service Delivery Manager in eiPAAS your job mission is to continuously tailor the services to the needs, objectives and challenges of the sectors within ASML enabling ASML to move forward in a high demanding, fast moving and dynamic environment.</p><p></p><p>As a Senior Service Delivery Manager eiPAAS you are responsible for ensuring reliable and high-quality IT services within one or more Agile product teams towards internal ASML customers. You are responsible for achieving and exceeding agreed service levels and quality standards. You will act on both an operational level – ensuring operational performance – as on tactical level – driving continuous improvement of the service.</p><p></p><p>As a Service Delivery Manager eiPAAS you will be responsible for, but not limited to:</p><ul><li>Ensure that services adhere to agreed SLA’s, are measurable, reported and regularly reviewed.</li><li>Taking the lead &amp; ensure business continuity and communication towards key stakeholders in case of incidents, problems or changes.</li><li>Ensure technology services and capacity plans are in place to deliver agreed capacity and performance targets in a cost effective and timely manner.</li><li>Manage the lifecycle of the services to ensure continuity and compliance.</li><li>Build and maintain key relationship with internal and external (business)partners.</li><li>Translate business requirements into new or updated services.</li><li>Advise internal partners and provide suggestions for service improvements in the services portfolio.</li><li>Advise projects during the project initiation phase on new services and involvement as consultant through-out the Design and Transition phases. Activities will include the creation and ongoing ownership of the required Service Management deliverables.</li></ul><p></p><h2><span><b>Education and experience </b></span></h2><ul><li>Bachelor or master degree in the area of computer science, technical business administration or equivalent combination of education and experience</li><li>Valid industry certifications such as SAFe, ITIL, BiSL and Cobit</li></ul><ul><li>At least 5 years of experience in a similar service delivery role in an international company, within a complex IT environment.</li><li>Demonstrated knowledge of and experience with ITIL processes (certified in ITIL v3/v4).</li><li>Experience in Agile/DevOps environments and cross-functional collaboration.</li><li><span>Sound understanding of cloud concepts, services, techniques, and best practices, complemented by hands-on and high-level knowledge of compute, storage, and database technologies.</span></li><li>Results-driven, decisive, and able to operate in a dynamic setting.</li><li>Excellent leadership, communication, and interpersonal skills.</li></ul><p></p><h2><span><b>Skills </b></span></h2><ul><li>Decisive, flexible, ownership, common sense, analytical, and result oriented are keywords</li><li>Strong (English) communication skills, both verbal and written</li><li>Ability to motivate people, operate with integrity</li><li>Ease in developing a network in the organization</li><li>Service and customer oriented, pro-active and entrepreneurial.</li></ul><p></p><h2><span><b>Other</b></span></h2><p>As a Service Delivery Manager eiPAAS you are a member of the IT Cloud &amp; Data Center Services team, part of the Core IT department of ASML. Within the position you will be part of the agile release train ‘Data Centers’. In the ART, you will collaborate closely with the Product Owner of the team(s). While you are embedded in the product team, you are functionally guided by the Service Excellence &amp; Control team. Within this context, you are primarily responsible for ensuring operational and service delivery goals are met.</p><p></p><p>eiPAAS services, IT infrastructure, hardware and applications are absolutely mission-critical for almost all ASML’s internal and external activities. IT is striving for operational excellence by implementing extensive improvement programs to boost quality and reliability, to reduce costs and to minimize risks into our day-to-day