The Senior Technology Specialist (Service Delivery) is part of the D&T Customer Service & Logistics Team (Supply Chain) and is one of the professionals who is supporting the different DEVOPS teams in incidents, problems, changes and requests, overseeing Service Delivery across the Portfolio. We are currently running DevOps for multiple countries across several different products, touchpoints and technologies.
responsibilities :
building the E2E Support model process across key capabilities
supporting the different DevOps teams in P1 and P2 incidents (and as well other tickets if needed)
ensuring that SLA with Partners are well defined and is maintained but taking as well into account DevOps ways of working
enabling them to coordinate / communicate to third parties and being the driving force to support our teams in resolution and escalation if needed
helping the teams build structural improvements, extensions/automation/integration to proactive monitoring tooling, improvement in way of working
educating the User / Customer ensuring right priorities for tickets
driving monthly Service Reviews, working closely with partner leads on continuous improvements
being the first escalation point for Users / Customers
suggesting performance, security, disaster recovery and structural improvements as derived from Root Cause Analyses
driving continuous improvement of time to market of changes and features
working closely together with Product Owners if prioritization support is needed
if needed, creating (or requesting to internal ServiceNow team support) and using dashboards, maintaining Service Offerings, SLAs- and other parts of Service setup
requirements-expected :
you have a BSc or MSc degree, preferably in Supply Chain Management, Applied Economics or Software engineering
you have experience in a similar role within a complex international environment with specific involvement with ERP-related Projects and Programs (SAP ERP, EWM, MM, SD, LE, TM/OTM)
you have at least 5-7 years of experience working with established IT Service Management practices in a corporate environment
you have experience facilitating requests and tasks across technical teams, third party vendors and internal customers
you have a practical knowledge of ITIL processes, certification of ITIL V3 or V4 on at least Intermediate Level
you have experience facilitating requests and tasks across technical teams, third party vendors and internal customers
you have knowledge/experience with Supply chain technologies and capabilities
you instill trust and confidence by communicating with authority at any organizational level
you are both communicative and a good communicator at operational and tactical levels across a diverse landscape of technology partners
you can deal with ambiguity stemming from dynamic business and organizational plans
you are flexible and adapt to changing priorities with promptness, efficiency, and ease
you have excellent relationship skills for dealing with customers, vendors, and management Able to communicate effectively with different cultural backgrounds of customers and teams
besides driving, not afraid to dive into a ticket and support operation
you are driven to spot and implement improvements
you ask for help/escalate where necessary
you have experience in ServiceNow, creation and use of dashboards, maintaining Service Offerings, SLAs- and other parts of Service setup
you have excellent written and verbal English
offered :
Hybrid ways of working
Private medical healthcare
Attractive performance bonus
Sodexo pre-paid card
Life insurance
Employee referral program
Wide range of trainings
Local and global job opportunities within HEINEKEN
Parking space
Open bar once a week
We are ACCA Approved Employer
benefits :
sharing the costs of sports activities
private medical care
life insurance
remote work opportunities
integration events
corporate sports team
parking space for employees
extra social benefits
pre-paid cards
christmas gifts
employee referral program
charity initiatives
flexible work from home scheme after pandemic/lockdown
