Senior Service Delivery Manager

hace 3 días


Heredia, Costa Rica DHL A tiempo completo

**Role Title**: Senior Service Delivery Manager**

**Business Unit**: IT Services**

**Role Purpose**:
The Senior Service Delivery Manager is accountable for service delivery of a set of IT services for (a part of) a DP DHL business unit (this role will support DGFF). The incumbent has business knowledge, acts as an interface to ITS for the business partner for Run services, represents the business partner within ITS PdS and drives improvements on behalf of the business partner.

Senior Service Delivery Manager accountability include the following for all IT services delivered to the specific business partner:

- ensuring that agreed SLAs targets are achieved or exceeded,
- ensuring service transparency (delivered service shall match ordered quantities and vice versa)
- service reporting and service reviews
- managing customer expectations and relationship

**Responsibilities**:
Acts as a interface to ITS for the business partner for Run services, represents the business partner within ITS PdS and drives improvements on behalf of the business partner.
- Understand the business model of DP DHL business partners
- Provide one face to the business partner for all RUN services provided by IT Services
- Increase business knowledge in ITS
- Provide expertise on SLAs for business partners
- Review service provision against agreed SLAs with business partners
- Ensure that internal systems, processes and methodologies are followed to ensure effective monitoring, control and support of service delivery
- Facilitate regular business partner' Satisfaction Surveys
- Focus on customer knowledge and understanding of ITS businesses
- Ensure that the services in SDMs portfolio are covered by a Run order
- Maintain service order transparency, ensure that the delivered services match the ordered volumes
- Review and Provide input to the development of the SLAs
- Ensure that services are delivered within the agreed SLAs
- Channel customers’ escalations towards successful resolution
- Gain customer intimacy, understanding of business processes and motivation
- Understand business and customer needs
- Facilitate regular service reviews with business partners
- Ensure standard reports are provided to business partner according to agreed schedule
- Cooperate in identifying main areas for IT service Improvement
- Cooperate in executions of service Improvement
- Ensure that systems, process and methodologies are followed to allow effective monitoring, control and support of service delivery
- Prepare and analyse service delivery reports for business partner
- Follow up on assigned actions
- Relationship Management (E1.1)
- Opportunity Development and Request Intake (E 1.3)
- Availability Management (R3.3)
- Service Level Management (R3.6)
- Facilitate business unit ad-hoc tasks (e.g. reporting needs, identifying proper stakeholders, audit support, etc.)

**Qualifications**:

- 6+ years experience in IT environment
- Experience working in cross-divisional environment
- Proven ability to manage senior and/or executive level stakeholders, clearly understands interests and concerns and initiates procedures to improve relations and communications between stakeholders
- Very strong customer orientation skillset; ability to build credibility, trust and long term relationships with key parties
- Financial analysis and Business Case preparation
- DGFF business background knowledge preferred

Graduate degree and/or ITIL certification preferred



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