Global Service Delivery Manager

RESPONSIBILITIES:

• Monitor and Control the implementation and maintain framework of best of breed

standards in Tech Services and IT Security on following topics but not limited to:

o Catalog of services to describe the scope of ESSPI Infrastructure SLAs of

the corresponding services with capacity of their follow-up Processes within

ESSPI and in relation with Customers’ organizations

o Lead the deployment of standard methodologies like ITIL and CMMI

o Implementation and maintenance of a shared model to improve efficiency

and enlarge the period of support on 24h

• Review, maintain and update the building of contracts with shared service

customers based on current services actual or requirement

• Allocation and Pricing of services

• Coordination across all the Tech Services service line leveraging the team leaders

and services lines coordinator for the service delivery to ensure the delivery and quality of the services.

• Consistent communication, monitoring and driving of the continuous

improvements for the managed Customers across all the services provided.

• Regular reporting & daily monitoring on activity, quality and performance

• Ensure appropriate documentation on agreements and/or hand-over activities

• Accurate and timely reporting to the head of Infrastructure department esp. on

escalation impacting services and/or performance of the team.

• Ensure that events affecting the service contract are considered throughout its life

cycle

• Ensure the impact of any changes to the level of service, particularly service level

commitments and operational agreements

• Monitor, analyze and evaluate the operational performance of customers support

and the results of the indicators and propose action plans

• Participate in the identification of value-creating services

• Identify new customer needs

• Contribute to the search for ideas and solutions (and its implementation) to

continuously improve the performance of the company

• Build capability plan and skill up plan for individual resources within the serviceline

directly managed and/or contribute in building one for the other service line as

necessary based on experience and exposure.

Primary Technical abilities:

• Breathe of experience in Infrastructure solutions: Datacenters, Clouds, Network,

Security.

• Depth of experience on at least one of the areas in Infrastructure solution

• Project management skills

• Experienced in managing or coordinating teams in a complex organization

• Knowledgeable on Operations KPI – Ticket Mgt to Infrastructure KPIs (e.g. Back-

up completeness, Recovery RTO/RPO, Infra Utilization improvement)

• Solid experience in ITIL processes mgmt (ITIL certified minimum)

• Solid experience in Services Management

Secondary Technical abilities:

• Has worked in an multi-cultural environment

• Innovative methodologies such as Agile or DevOps

• CMMI experience

Technical Environment:

• Public and Private Cloud – OnPrem, Azure, AWS, GCP (at least 2)

• OS/Cloud Maintenance & Monitoring/Utilization/Capacity

• Back-up and Storage

• Disaster Recovery

• Network Layer – Switches, Firewalls, voip

• Ticket Management and Critical Incident Management