Our goal is to strengthen the brand in Spain. We are looking for you to work as Service Delivery Manager!The Service Delivery Manager (SDM) manages the ServiceDesk service and is a member of the Global Service Management team, reporting to the Service Management Lead. SDM is responsible for making sure that the ServiceDesk service is being seamlessly delivered to the Business and Tech organization. The SDM is in charge of a variety of tasks, such as leading rectifying reliability, performance and quality issues, monitoring progress, tracking KPIs, SLAs and XLAs, continuous improvement and on/offboarding of services.Key Responsibilities:Manage and continuously improve IT Service Support and Service Delivery processes to meet business needs within ServiceDeskResponsible for successful delivery of a high-quality IT Service Desk to internal and external users. To lead on working with Internal IT and 3rd parties to develop, deliver and transition change into operational supportResponsible for business relationship management and ensuring the Service Desk team achieve service levels to a high quality.Service Management Accountable for high quality service support functions of the IT Service DeskOwnership of Incident, Request and Escalation management within ServiceDesk, ensuring timely response, accurate reporting and establishing service improvement activities when required Take ownership of major incidents reported via ServiceDesk, ensuring coordination of resolving parties and effective communication to stakeholdersEscalation point for business and ServiceDeskMonitor, control and support service delivery, ensuring systems, methodologies and procedures are in place, maintained and followedAccountable for the quality of service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans Own and maintain the IT disaster recovery plan(s) for continuation of key services within the ServiceDesk and self-service.Create and manage Continuous improvement and transformation plans for Shift-left (L1 and L0) in cooperation with IT teamsReduce manual ServiceDesk activities via automated and AI Manage and drive onboarding offboarding of new servicesResponsible for internal and third-party service reviews, covering performance, service improvements, quality and processesCreation of standard operating procedures for key service delivery functions and Shift left, as well as regular review improvement of existing standard operating procedures Performance and Quality Manage and cultivate a high-performing team, investing the time to ensure efficient team utilization and productivity Collaborate with internal and third-party teams to ensure actions are taken and completed to protect and improve services Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgradesProvide regular and accurate management reporting on IT Service Desk Delivery performance Effectively recruit, manage, coach, develop and mentor the Service Desk team, Act as the champion for IT, working across the business to provide effective communication on IT matters. Behavioural skills:Leadership/Direction:Demonstrable leadership and gain the respect of all key stakeholder both business and technical throughout the Dufry organisation. Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgradesAbility to set, agree and monitor progress on objectives.Manage risks and issues, and escalate where required.Able to set and follow company policies for best practice. Work collaboratively with all global, regional and local Tech and Business teams.Business focus: Understand business requirements and priorities and ensure that services are designed to meet these.Taking into account the needs and perception of customers and provide proactive feedback.Develop and maintain productive and professional relationships with Business.Result orientated:Develop and monitor realistic plan to meet objectives. Tenacious and delivery focused approach. Continually seeks to make the area in which they work more efficient and effective. Effective Communication skills Excellent written and oral English skillsClear and concise. Able to articulate technical issues to business managers and technical guidelines to End Users.Keeps manager informed of progress and key risks and issues on a regular basis.Form productive relationships with vendors and the business.Seeks opportunities for self-development Ensures their skills and knowledge are continuously updated.Welcomes opportunities to learn. Key skills:Good in-depth knowledge of all aspects of ServiceDesk)Deep understanding of service management principles, frameworks (such as ITIL), and best practicesstrong interpersonal and communication skills to build and maintain relationships with different stakeholdersProblem-solving skills: adept at analyzing complex situations, identifying problems, and proposing effective solutions. Decision-making skills: be able to take prioritize and make decisionsproactively identify areas for improvement, implement process enhancements, and drive efficiency in service deliveryhaving a good understanding of IT systems, infrastructure, and emerging technologies Experience with ServiceNow is preferredITIL Foundation Excellent experience working with External partners and offshore teamsAble to prioritize and deliver results within short timeframesGood business-oriented skillsExperience:5+ years of experience as Service Delivery Manager or ServiceDesk ManagerWorking experience with IT Operations (infrastructure operations, cloud services, Application Mgmt., workplace and/or ServiceDesk)Good working relationships with third-party suppliers, vendors and offshore teamsInternational experience and working with diverse teams.Experience with Automation and/or IA to improve Shiftleft or Self-service is an advantage.About HCLTech:We are HCLTech, one of the fastest-growing large tech companies in the world and home to 225,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis.We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be. If all this sounds like an environment you'll thrive in, then you're in the right place. Join us on our journey in advancing the technological world through innovation and creativity.Why Us?We offer End-to-end digital transformation expertise that helps clients from strategy through execution. We work with the biggest brands, offering the opportunity to be a part of industry-leading work.We are invested in your growth, offering learning and career development opportunities at every level to help you find your spark.We offer freedom and flexibility on the job, empowering our employees to make decisions.We offer a virtual-first work environment, promoting a good work-life balance and real flexibility Our company is extremely diverse with representation of 165 nationalities.We offer the opportunity to work with colleagues across the globe.We are a certified great place to work and a top employer in 25 countries including Romania, offering a positive work environment that values employee recognition and respect.If you have a valid disability certificate, Certificate of Disability in Force, please contact us.Among HCL's principles we would like to highlight diversity and inclusion as a strength in our values and practices. To achieve all our objectives, it intends to attract, develop, and retain different profiles, assuming diversity as a key factor and differentiator of fundamental innovation in our organization. We welcome and value all people, and we are committed to the inclusion and sense of belonging of each person who is part of HCL.HCL is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. #J-18808-Ljbffr
