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What do you do as an Service Delivery Manager ?

We’re looking for an IT Service Delivery Manager to ensure the quality of IT services meets the needs of the business, supporting the management of the delivery of services from internal resources as well as third-parties and acting as a service interface between the business and IT.

You will work closely with the business, vendors, application, and infra teams to ensure quality service and support of our infrastructure and applications across the business.

You will coordinate Major Incidents, incidents, problem management and communications, as well as changes requested. You will work closely with the Business to review and report on IT Services based on metrics.

Key tasks:

1. Maintain ITIL-based ownership of incidents and changes inclusive of Major Incidents and facilitate the communication of incident updates to the different stakeholders provided by the support teams.
2. Understand the user experience of systems and act as a liaison between Business and IT. Align service levels and oversee IT service performance accordingly.
3. Maintain ITIL-based ownership of support and services including incident, problem, release, change management processes. Manage initiatives, risks, mitigation plans, KPIs, and related reports.
4. Drive continuous improvement of IT service delivery, IT performance, and related service management toolset.
5. Manage internal and external service providers.
6. Oversee app and infrastructure upgrades, modifications, and deployments.

Job Requirements:

1. A minimum of 3 years experience in a role touching various disciplines in IT preferably in a (Contract) Logistics / Supply Chain environment.
2. Excellent knowledge of the English language, oral and written. German would be a plus.
3. Proactive in recognizing risks and solving issues in close collaboration with the different IT teams and project owners.
4. Previous experience in an ITIL-based Service desk.
5. Experience with Service Now is considered a plus.
6. Not reluctant to work on weekends/evenings when the customer would require/has urgent issues occasionally.
7. Must aspire to a culture of service excellence: always putting the customer, our people, and our business first.
8. Good communication skills and the ability to explain appropriately at several levels of the organization.
9. ITIL certified.
10. Team player able to work effectively at all levels of an organization.

We offer:

1. Employment contract.
2. Friendly working atmosphere in a large, international organization.
3. Lux Med medical care co-financed by the employer.
4. Group life insurance.
5. Hybrid work.
6. Opportunity for professional development within the GXO group.

Warszawa - Oferty pracy w okolicznych lokalizacjach