IT Service Delivery Manager

IT Service Delivery Manager

Solliciteer
Werkgebied Corporate functions Locatie Veghel, Netherlands. Contract type Full time
Solliciteer

Your department

The business unit Airports and Parcel Systems (APS) is responsible for sales and execution of systems and services for our airports and parcel customers. Our product and service portfolio ranges from baggage handling and parcel equipment (mechanical and electromechanical) to IT  hardware, middleware and software solutions including IT Services.
 

With our product and service knowledge we are positioning ourselves as THE service and technical integrator for our customers. Because of this strong link to the operations of our customer we are an important business enabler for their business processes.

Our customers are increasingly recognizing the importance of IT services. Our baggage handling and parcel/postal  solutions are continuously evolving in size and complexity, increasingly productized and become more modular. Also on the level of IT software, hardware and middleware, which leads to a growing importance of our IT services.

Your position

In partnership with one of the leading global Parcel customers we have developed an unique solution to connect automated and manual sortation equipment with backend systems. This solution is mission-critical to our customer’s operations and connects daily more than 500 sites around the globe. DevOps and the latest technology is used for developing these solutions.

As a next step we are setting-up a dedicated team of around 15 FTE to support and operate the solutions during the entire lifecycle and responsible for the design and delivery of features  as part of changing and updated requirements. You will be responsible for IT Service Delivery Management (including HR) and have a budget responsibility.

Your role

As IT Service Delivery Manager you will interact with various internal and external stakeholders on multiple levels. The goal is to build and maintain a positive relationship with the customer. This by identifying customer needs and overseeing service delivery within the business context together with an international a multidisciplinary team.

Your day to day activities will therefore be dynamic, amongst others you take care of:

  • Manage, govern and coordinate service delivery

  • Manage, govern and coordinate the continuous development & maintenance of the software solution

  • Manage a multidisciplinary, global and partly remote team (direct reports as well as other team members involved);

  • Take ownership of service processes including interfaces to other important stakeholders;

  • Set-up new services, extend service delivery activities and transition/ relocate services to other geographic areas;

  • Actively support on (major) incidents, problems, changes and manage the lifecycle of the solution;

  • Service performance monitoring and reporting including contractual customer meetings, manage risk, issue and expectations;

  • Continuously improve the performance of our IT Service Delivery activities based on a structured roadmap.

  • Identify customer needs and opportunities whereby you continuously improve the relationship and contract with our customer. 

Your profile

As IT Service Delivery Manager you are a team player with a positive and energetic attitude. This results into good work ethic with a strong customer focus with an ambitious drive for continuous improvements.

  • You are an excellent communicator who can develop long term business relationships and/or networks; You are a natural leader combining your “soft” and “hard” skills to achieve results;

  • Commercially savvy, understand and able to manage contracts, risks, drive to identify and pursue opportunities;

  • Ability to balance short and long term objectives, mature sparring partner on a senior and executive level at both customer as well as internal;

  • You perform well under pressure (escalations, major incidents), set priorities and manage time effectively;

  • You have finished at minimum (and preferably relevant) bachelor degree;

  • You have excellent communication skills in English (written and verbal);

  • Knowledge of Agile and DevOps methodic and  IT Service Management processes ( ITIL )  on intermediate level.

  • You have minimum 10 years of working experience and at least 5 years of relevant IT project or service management experience within business-critical IT environments (no IT workplace/office automation); preferably client facing towards an external customer;

  • You are experienced in managing  software development and operations within a DevOps environment;

  • Living in or within commuting distance to Amsterdam area, willing to travel frequently to our headquarters in Veghel and to a less extent European/ Global travel.

If the role of IT Service Delivery Manager appeals to you, then please apply now by completing the application form, and uploading your CV and covering letter. For more information, please contact Michelle van der Schoot (Senior Recruiter) on +31 413 495 288.

#LI-MVDS

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