Service Delivery Manager - pre cluster SK a CZ

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 CEE 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.

Ongoing the role will continue to manage legacy infrastructure and networks that will remain in market and will not transfer into the global model to ensure a complete and comprehensive service remains

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

­ Manage and allocate IT resources effectively, including personnel, infrastructure, and budgets

Change Management

­ Develop and coordinate change management plans for IT systems, services, and infrastructure from both the centre that impacts the country and the country specific changes e.g. local knowledge and capability on cloud migration

­ Assess and monitor the impact of changes to ensure successful implementation and minimize disruptions e.g. security for both the flow from central changes and the need for country changes that contain elements of central services are considered end to end

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

Supplier management

­ Act as the primary interface between internal technical teams and key stakeholders, third parties and local suppliers, to deliver high-quality solutions while adhering to contractual obligations and project timelines.

­ Consider and monitoring of contract termination for operating model alignment.

­ Manages local suppliers to meet key performance indicators and agreed targets.

­ Ensures potential disputes or conflicts are raised at an early stage, with clear escalation paths for resolving them

­ Performs benchmarking and makes use of supplier performance data to ensure that supplier performance is properly monitored and regularly reviewed

­ Input local requirements into tenders and bid submissions to secure future alignment and leverage opportunities

Local data centres

- Support the global team to transition from local data centres and where possible move to the Cloud in alignment with the Group Strategy.

- Support and manage local suppliers in situations where legacy applications and systems cannot be migrated as no cloud option available. (i.e. Siemens operating software not yet cloud ready)

Manage in country break fix suppliers

­ Manage local break fix teams or third-party suppliers

­ Identify training needs and facilitate development

Knowledge, Skills, Experience and Qualifications:

· 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 leadership and 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 leadership and 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

Zamestnanecké výhody, benefity:

Mobilný telefón
Vzdelávacie kurzy, školenia
Stravné lístky/príspevok na stravovanie
Bonusy/prémia, každoročná valorizácia miezd
Možnosť home office
Notebook
Príspevok na dôchodkové/životné pripoistenie
Kafetéria a Multisport
Zľava na firemné produkty/služby