Service Delivery Manager

Summary of Position

The Service Delivery Manager is responsible for ensuring timely, professional and effective support to Curium internal end users. 

The Service Delivery manager is responsible to ensure excellent customer service, developing a good performing team. S/he leads or participates in technical or transition projects, develops processes, initiates service improvement plans. 

The position reports to the ITSM Director. This position requires some travel.
 

Essential Functions

•    Adheres to internal company policies and processes advised by respective internal teams, Compliance, HR SOPs, etc.
•    Manages operational activities of multiple internal teams and external support vendors through inbound phone and ServiceNow tickets on various technologies which include desktop systems, software, workstations, telecommunication, and network connectivity. 
•    Provides guidance to IT team members on support and escalation processes.
•    Owns the Critical Incident Management process and is responsible for it.
•    Collaborates with team managers in people management tasks as defined by Curium HR. Contributes to developing employee goals, provides feedback, coaching and counseling. Identifies individual training needs and development opportunities and helps team managers facilitate attainment. 
•    Allocates and organizes resources in IT department and on vendor side to ensure service availability, continuity and good quality. Monitors and advises on shift coverage needs.
•    Monitors and tracks SLAs and KPIs, productivity and effectiveness of IT support services. Ensures teams maintain accurate and timely documentation and updates to tickets and any other IT support records.
•    Implements performance management reporting and shares results with Strategic Units on a regular basis.
•    Identifies knowledge, process or information gap and liaise with the responsible technical team to ensure relevant and quality data is provided and documented.
•    Communicates with internal and external stakeholders on a regular basis regarding progress on projects, performance and potential business risks.
•    Accountable for the execution of the service management processes. Manages and improves Incident, Problem, and Change management processes.
•    Works closely with PMO specially regarding the implementation of projects related directly and indirectly to the Infrastructure to avoid any impact on the day to day production.
•    Helps to ensure innovations, quality of service and manage cost of delivery by working with efficiency.
 

Requirements

Valid independant Czech Work Permit

•    5+ years’ experience working in as IT specialist or senior IT engineer supporting. 
•    5+ years in leading role with organizational or coordination experience.  People management experience, with good record in staff retention.
•    Practical use working with ITSM systems preferably ServiceNow. 
•    Proficient in troubleshooting and root-cause analysis of complex issues in managed IT environment. 
•    Capability in IT resource management and planning. 
•    Management of and working with external vendors and development teams. 
•    Demonstrate strong sense of urgency handling critical issues with possible high business impact and allocating resources accordingly.
•    Evident ability to involve and communicate effectively with necessary stakeholders, understand business requirements.  
•    Proven experience in developing and managing IT operations meeting with predefined SLAs or KPIs.
•    Ability to operate at advanced levels of authority and manage significant activities and resources to produce and take responsibility for results. 
•    Understand both the engineering and business side of local IT. 
•    Proficient English.
•    Excellent communication skills.

Nice to have Experience/Skills:
•    ITIL v3 or higher foundation certification 
•    Language skills: French is an advantage, other EU language.
•    Project management experience 
•    Experience in IT environment supporting pharmaceutical company and GXP environment