Senior Service Delivery Expert

4 godzin temu

Gdańsk, Pomerania, Polska B2B S.A Pełny etat
Job Description

As a Service Deliver Manager at B2B S.A, you will play a pivotal role in driving operational excellence across our network services delivery. Your primary responsibility will be to work in close partnership with key stakeholders, including Network Service Operations, Incident/Problem Management, and other IT Delivery groups, to ensure seamless service delivery.

Your key responsibilities will include:

  • Defining and implementing operational processes, KPIs, and Service Level Agreements for infrastructure services;
  • Engaging in ITSM processes (Incident, Problem, Change) for the services under your remit;
  • Participating in regular service-related meetings and performance reviews to focus on contractually agreed deliverables;
  • Maintaining consistent monitoring and analysis of the services under your responsibility to identify potential for service optimization;
  • Coordinating the transition of service changes, extensions, and new products/services;
  • Managing escalations related to the services you are responsible for, applying a "follow the sun model";
  • Ensuring all relevant controls, security processes, and vulnerability management for the responsible services are maintained;
  • Investigating issues and opportunities in existing processes and work practices, working collaboratively to recommend solutions;
  • Maintaining and updating Key Performance Indicators, submitting them as part of corporate and departmental performance reporting;
  • Preparing financial forecasting and planning submissions, collating and presenting financial data as part of the Annual Budget Cycle;
  • Collaborating with internal business partners and stakeholders to drive adoption and implementation of global standards, processes, and programs;
  • Ensuring Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) are in place with both external and internal teams;
  • Controlling service assets and configuration items, ensuring accurate and reliable information is available when needed;
  • Tracking open Audit and Compliance findings, ensuring timely remediation and reporting;
  • Gathering requirements for reporting and rationalizing existing tools and ways of working;
  • Supporting multiple Strategic Programmes through their Planning and Delivery phases.

Requirements

  • Previous involvement in one or more stages of the development life cycle or in a service management support activity;
  • Meticulous attention to detail, strong organizational skills, self-starter aptitude, and effective communication;
  • Experience with budget management;
  • Ability to work independently and with teams to drive forward projects using own initiative;
  • Good knowledge and understanding of IT concepts and architectures, coupled with some knowledge of problem management and the principles and processes of implementing and delivering IT services;
  • Aptitude for handling and managing problems arising from incidents in the operation of information systems;
  • Ability to make appropriate technical decisions, initiating action to resolve operational problems;
  • Effective communication across multiple technical and non-technical business units, as well as across other geographies;
  • Strong analytical and research skills, including critical thinking, organizational, and problem-solving skills;
  • Ability to work strategically and collaboratively across teams;
  • Dealing with Ambiguity;
  • Strong Communication Skills;
  • Strong Vendor Management Skills;
  • Proficiency in tooling an enterprise network.

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