IT Service Delivery Leader - Senior

Responsible for the management, operations, delivery and support of defined IT applications and/or infrastructure services; directs and coordinates the efforts of people to accomplish goals and objectives using available resources.

Key Responsibilities:

Contributes to the delivery and support of specific IT services. Supports the development and maintenance of services and ensures that tools and resources are capable and available (i.e. IT Service Catalog, Asset Management system) Generates and reports service delivery metrics and drives standards across regions and locations (i.e. Scorecards, Service Level Agreement (SLAs) and Customer Satisfaction or Net Promoter Scoring). Acts as a point of contact for customers for service related inquiries and maintains relationships with key customers and suppliers. Is familiar with SLA / Operational Level Agreements between other IT Services Provided. Encourages root cause analysis using the formal problem solving approach for recurring issues. Champions the use of Six Sigma to reduce costs and improve processes. Identifies opportunities for service improvements, discuss with the customer and raise the request for change for assessment if appropriate Maintains the accuracy of service related standards, procedures and work instructions in a knowledge management system. Able to support the Service Owner when needed. Champions the use of ITIL Standards for IT Service Deliverables Maintain strong relationships to deliver business value using relevant Business Relationship Management practices.

Competencies:

Financial acumen - Interpreting and applying understanding of key financial indicators to make better business decisions.

Balances stakeholders - Anticipating and balancing the needs of multiple stakeholders.

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

Global perspective - Taking a broad view when approaching issues, using a global lens.

IT Supplier Relationships - Leverages a vendor management framework to manage strategic supplier relationships and supplier performance based on business need throughout the contract life using the required processes and tools to control costs, drive service excellence, mitigate risks, and gain increased value from the suppliers.

Request Fulfillment - Manages a service request through its life cycle with efficiency and professionalism using the required processes and tools to maintain customer satisfaction.