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Service Delivery Manager
2 tygodni temu
Your responsibilities:
- Lead overall delivery performance of SaaS applications across BMG
- Lead the end-to-end implementation of SAP Concur with the implementation partner
- Follow ongoing projects related to your service and ensure operational readiness
- Collaborate with key stakeholders to gather business requirements, identify pain points, and define project objectives for service rollout
- Oversee the configuration and customization of SaaS solutions to align with business needs and ensure optimal functionality
- Manage vendor support services, ensuring compliance with SLA and KPI
- Manage the lifecycle of the service
- Lead and execute incident, change, and problem management process
- Act as an escalation point for Major Incidents and Issues that have breached SLAs.
- Define and implement measures to oversee service quality, capacity, and availability, including monitoring and delivery reports
- Assure effective communication and coordinate resolution of issues escalated from users, partners, and vendors
- Ensure successful development and delivery of enhancements, improvements, changes, and projects
- Proactively communicate and cooperate with stakeholders on incidents and service requests statuses, progress, and trends
Your profile:
- Proven experience in service delivery management or a similar role, preferably in the IT or technology sector
- Proven capability and experience inapplication support management preferably at an enterprise level
- Strong project management skills with the ability to manage multiple projects simultaneously
- Experience in managing technical teams, vendors, and partners
- Knowledge of service delivery frameworks, such as ITIL, and experience implementing service management best practices
- Demonstrable experience in SaaS and Cloud-related environments and technologies such as SaaS vendors, AWS, etc.
- Excellent communication skills in English, Polish (desirable), and German (desirable)
Our offer:
- Hybrid - Warsaw
- Contract of Employment
- Sport Card
- Life insurance
- Private Health insurance
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