Service Delivery Manager

Job title:

Service Delivery Manager

Company:

Mazda Motor Logistics Europe N.V.

Job description

Steers the performance of the service offered by the MSP provider by applying a transparent governance model. She/he balances out the demand need vs the available capacity within the financial targets of the company. She/He also ensures that best practices are applied, and process standardization is pursued from demand to deploy phases within the DevOps area.Delivery

• To oversight DevOps & MSP budget, demand and capacity and to monitor plan vs actuals.
• To define & follow up delivery planning / X-domain resource planning.
• To analyze the time spend of Mazda staff (across support, small change, projects), e.g. how much handholding required of the MSP.
• To support DevOps director in financial/budget management.

Quality & Service follow up

• To enforce process discipline (Mazda IT, Business and MSP) and to apply a continuous PDCA cycle on the standard practices (from demand to deploy phases).
• To liaise with the Quality Management role (quality of deliverables, quality of code, etc.
• To review (monthly) the service performance reports, SLA & KPI with the MSP counterpart and IT domain lead
• To drive continuous improvement from the reviews (e.g. support ticket volumetrics, ageing backlog, problem management, etc.).

People Management: Establishing a high-performance team by

• To evaluate his/her members, to provide feedback, coach and to support them with their personal development plan.
• To coach and develop members in order to optimally use their competencies.
• To address skill gaps with MSP provider and to review progress with the Service Deliver Manager of the MSP provider.
• To show by example the One Team spirit with the MSP (Managed Services Provider): coaching, celebrating & rewarding, defending “as One Team” the internal team plus MSP towards all stakeholders.
• To identify organisational risk and issues, identify and propose mitigations and resolutions.

Profile– University degree (Master) or equivalent by experience
– Proven history of 5 to 8 years in IT Service Management, SDLC Management, or IT Supplier Management
role
– Experience of working in an international environment and dealing with offshore IT suppliers
– Emanate charismatic leadership skills, inspiring and motivating teams to achieve their full potential.
– Excellent communication skills in English; Dutch is a plus.
– A real team player with a hands-on approach, a challenger mindset, and an eagerness to learn and lead by
example.
– Demonstrate a “One IT” attitude, fostering collaboration and unity across internal and external Business &
IT teams.
– Exhibit technical servant leadership capabilities, prioritizing the growth and well-being of the IT community
and stakeholders.
– A passion for continuous learning and a drive to earn relevant certifications that enhance your role and
contribute to the team’s success.If you are interested in this position, please forward your application in English via email to: Chris Schevernels (schevernelsc@mazdaeur.com)

Expected salary

Location

Willebroek, Anvers

Job date

Fri, 23 Aug 2024 22:27:00 GMT

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