It Service Delivery Manager (Barcelona O Valencia) - (P468)

IT SERVICE DELIVERY MANAGERJob Purpose: The IT Service Delivery Manager (IT SDM) is responsible for the management of the front-line team to ensure the delivery and support of IT services to a geographically assigned set of sites.Main Accountabilities:Build strong working relationships with the management of the assigned sites, with the responsible IT Business Partner(s), with other IT functions in country/cluster and with the regional ISM team.Set up IT site support models following the regional/global guidelines and structures and manage IT support as defined in these site support models.Ensure that the right services and corresponding SLAs are chosen for individual customers and ensure that services are delivered within these agreed SLAs.Stay on top of operational services and channel internal and external customers' escalations towards successful resolution.Facilitate regular service reviews with (internal) customers/sites and report to the business on delivered service.Team Management to ensure a proper change management communication is in place and manage expectations and escalations.Requirements:Minimum 5 years in IT service management roles with strong knowledge of IT service management processes.Minimum 3-5 years of experience in supply chain/logistics or other fast-paced sectors.Fluent level of English.Understanding of complex logistics operations and processes, ideally in one or more DHL core sectors.Knowledge of the DHL Supply Chain organization and/or experience in other divisions is an advantage.Bachelor's degree in Computer Science, Business Administration or relevant education and work experience.ITIL qualification: Practitioner in Service Level Management, Practitioner in IT Incident Management (Ideally ITIL 4).Office 365, Power Apps and SharePoint/programming.Excellent verbal and written communication skills.Getting commitment to action through consideration of impacts. Combine formal and informal communication channels to achieve the desired outcome.
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