Service Delivery Manager

Náplň práce, právomoci a zodpovednosti:

Unilabs is on a journey to implement a new technology operating model, with a focus on centralising core services while retaining local expertise, optimizing supplier relationships, and aligning technology and location strategies. The aim is to enhance service delivery, improve efficiency, and support Unilabs' future long-term goals.

The Global Service Delivery and Platform Operations will cover the following ‘towers’ across all locations as and when Transformation has completed. Cloud & Hosting, Networks, End User Services and Integration will be in scope. Service Delivery is out of scope. The focus will be on delivering consistently and providing excellent customer service, to meet the needs and goals within our business.

Situated in market, the SK Service Delivery Manager will be responsible and key enabler for ensuring the successful transitioning of the services to the Global shared services model and the completion of the operational run transfer of service in the new operational delivery model. The role will be the conduit between the global operational delivery team and the country.

Key Responsibilities:

Service Transformation

­ Accountable for the transition of global services to the local market

­ Act as the conduit between local operations and global shared services, to ensure the successful transition of the service.

­ Implement and integrate global service management tool e.g. ConnectWise to streamline operations and improve service delivery.

­ Work with the global service delivery resources and third-party suppliers and functional specialists to transfer the services and ensure a smooth transition and ongoing support.

­ Work with key stakeholders and in country teams on the proposed new ways of working, training and communications

Service Management

­ Oversee the delivery of IT services, ensuring alignment with business needs and evolution of consistent service level agreements (SLAs)

­ Monitor and improve service performance, implementing continuous service improvement initiatives to meet the needs of the business

Incident Management

­ Oversee and support in the coordination and resolution of IT incidents to minimise business impact whether a group managed service or an in-country isolated incident

­ Collaborate with problem management teams to develop permanent solutions for recurring incidents

Manage in country break fix suppliers

­ Manage local break fix teams or third-party suppliers

­ Identify training needs and facilitate development

Zamestnanecké výhody, benefity:
Mobilný telefón
Vzdelávacie kurzy, školenia
Stravné lístky/príspevok na stravovanie
Bonusy/prémia
Možnosť home office
Notebook
Príspevok na dôchodkové/životné pripoistenie
Kafetéria
Zľava na firemné produkty/služby

Požiadavky na zamestnanca:

· Proven experience in IT service and platform management in a multinational environment

· Experience of working to transition services, working in a change orientated environment

· Excellent communication skills

· Ability to work effectively in a cross-cultural environment

· Fluency in English and local language

· Customer centric in approach, clear communicator with the ability to simplify complexity and strong interpersonal skills to ensure they can execute.

· Strong stakeholder management skills, with the ability to manage escalations and communicate effectively.

· Analytical mindset, with the ability to use data to drive operational decisions and improve performance.

· Excellent interpersonal skills with ability to appropriately engage and influence change at all levels

· Ability to win the respect and trust of a varied and diverse team.

· Resilient and adaptable to change