Service Delivery Manager

PROJECT INFORMATION:

• Industry: Insurance
• Location: Gdańsk/Warsaw (onsite)
• Project language: English, Polish

YOUR TASKS:

• Overall responsibility for the whole service life cycle for the aforementioned infrastructure services (including the definition of operational processes, KPIs and Service Level). Preparation and administration of respective contractual documents.
• Engagement in the respective ITSM processes (Incident, Problem, Change) for the services.
• Participate in all regular service-related meetings and performance reviews focusing on the contractually agreed deliverables with the ESP
• Consistent monitoring and analysis of the service in your responsibility and identification of potential for service optimization
• Coordinate the transition of service changes, extensions as well as new products and services
• Participate and manage escalations related to the services you are responsible for in cooperation with the other regions applying a “follow the sun model”
• Manage and maintain all relevant Controls, Security Processes, and Vulnerability management for the responsible services.
• Investigation of issues and opportunities in existing processes and work practices.
• Work as part of a team to recommend solutions, demonstrating logical thinking, information analysis, consideration of feasibility and operational impact.
• Maintenance and Update of Key Performance Indicators including submission as part of corporate and departmental performance reporting.
• Financial Forecasting and Planning submissions.
• Collation and presentation of financial submissions as part of the Annual Budget Cycle including identification and reporting of risks.
• Work closely with internal business partners and stakeholders to drive adoption and implementation of global standards, processes and programs.
• Ensure Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) are in place with both external and internal teams.
• Make sure that service asset and configuration items are properly controlled, and that accurate and reliable information about these assets is available when needed, inventory gathering and management.
• Reporting and tracking of open Audit and Compliance finding’s to ensure timely remediation and reporting
• Gather requirements for reporting, rationalise existing tools and ways of working.
• Support multiple Strategic Programmes through its Planning and Delivery phases.

REQUIREMENTS:

• Previous involvement in one of the stages of the development life cycle or in a service management support activity.
• Demonstrates meticulous attention to detail, strong organisational skills, self-starter aptitude and is an effective communicator.
• Experience with budget management.
• Experience of working independently and with teams to drive forward projects using your own initiative.
• Has a 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.
• Shows aptitude for handling and managing problems arising from incidents in the operation of information systems.
• Has the ability to make appropriate technical decisions, initiating action to resolve operational problems.
• Ability to communicate effectively across multiple technical and non-technical business units, as well as across other geographies.
• Strong analytical and research skills including critical thinking, organisational and problem-solving skills
• Extremely versatile and dedicated to efficiency and productivity.
• Experience in planning and leading strategic initiatives.
• Proven track record of effectively interacting with senior management.
• Ability to work strategically and collaboratively across teams.

Nice to have:

• Dealing with Ambiguity.
• Strong communication skills.
• Strong vendor management skills.
• Tooling in an enterprise network.

 WE OFFER:

• Interesting and stable development projects and long-term cooperation.
• Attractive remuneration in the B2B model depending on competences and experience.
• Occasional company integration meetings.
• Referral program.
• Emagine mobile application – easy reporting of working time, quick access to new offers.