IT Service Delivery Manager
Arxada is a pioneering leader with a powerful legacy: Over 120 years of creating specialty chemicals and solutions that potentiate the performance of our customers and their products. Our solutions, our expertise, and our support help them to perform better - to be more efficient, more effective, and more sustainable. We are passionate about empowering high performance and enabling our employees, partners, and customers to realize their full potential. Together we make daily life safer, cleaner, healthier, and greener. If you like making a difference, we are the company for you!
Arxada is seeking an IT Service Delivery Manager with deep knowledge and experience in Governance and key functions of service delivery.
This role will interface with various cross-functional stakeholders and ensure that:
Service support and service delivery processes are in place to meet business needs.Leverage the ITIL framework best practices to streamline processes and drive optimum efficiency through the service delivery lifecycle.Key Responsibilities: Develop and deploy the strategic vision for service delivery and set the long-term objectives aligned with IT Governance, IT Senior Management, and the business.Ensure in alignment with IT Service Tower Owners that appropriate Service Levels and KPIs are agreed in the contracts with external service providers.Actively work with the business to agree on services required and ensure appropriate service level agreements are implemented and managed with appropriate business-focused KPIs in place to enable highly effective monitoring of performance.Manage and oversee, using industry best practice, the onboarding, acceptance, and integration of new services, in line with project timescales.Provide detailed best practice IT/OT Services reporting to include Operational Performance, Continuous Service Improvement, and Trend Analysis.Ensure delivery of the IT/OT Services to the agreed compliance and performance (SLA) standards such as financial management, legal, and risk requirements.Build and maintain business relationships through assessing business feedback and establishing new, improved, or refined services.Key Requirements: Experienced Service Management professional with a passion for Service Improvement.Experience of managing 3rd parties and 3rd party delivered services.Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures, and related disciplines.Provide regular and accurate management reporting on IT Service performance.Proven negotiation experience and analysis skills.Self-motivation and able to take responsibility.Able to manage and prioritize tasks and time efficiently.Able to demonstrate initiative and a proactive approach to daily tasks.Outstanding oral and written communication skills in English. Business fluency in German would be desirable.
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