SMO Senior Service Delivery Manager
Hydro
- Székesfehérvár, Fejér
- Állandó
- Teljes munkaidő
- Representing Enterprise Service Management towards key Business partners
- As SPOC works closely with GBS ESM's Client Management team for better fulfillment of services contracts
- Collaborate with GBS IT Operation & other Resolver teams to continuously improve the provided services
- Building strong relationships with teams and stakeholders
- Organize and Drive regular Service Review meetings with key Business Partners
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demands, Understands customer's service ambitions, key pain points and other special focus areas
- Providing accurate and regular reports to the management
- Tracks UC, OLA and SLA - initiate and implement adjustments
- Follow-up Service performance Deviations with Clients and Resolver Groups
- Maintaining high performance levels for service-related processes, and implementing improvement activities
- Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
- Taking ownership of critical incidents
- Senior Escalation Management
- Providing continuous Executive update
- Own & control overall Service communication
- Initiates improvement for further extend GBS IT Ops' communication transparency
- Collaborating and partnering with the entire GBS IT organization and leadership
- Supports ESM strategy creation and execution to gain Key client satisfaction and engagement
- 10+ Years of work experience in Enterprise Service Management or similar role
- BSc/MSc in computer science, IT, computer engineering or related fields, or equivalent experience
- ITIL lifecycle module knowledge (ITIL c3 / ITIL 4)
- Fluency in English
- Strong stakeholder management
- Availability to handle changing priorities
- Experience in project management and change management
- Ability to think creatively and apply strong analytical and problem-solving skills
- Customer oriented through striving to understand business needs and through providing with appropriate solutions
- Relevant experience in customer management, negotiation, and relationship management with vendors
- Outstanding human relations skills, strong leadership capabilities with proficient communication skills
- Working experience in manufacturing industry is a plus
- Working at the world's only fully integrated aluminum and leading renewable energy company
- Diverse, global teams
- Flexible work environment/home office
- We provide you the freedom to be creative and to learn from experts
- Possibility to grow with the company, gain new certificates
- Attractive benefit package
A key part of succeeding in this mission involves encouraging a collegial environment where our differences are acknowledged as our greatest competitive advantage. Your diverse perspective makes us stronger. Our global diversity, inclusion and belonging program enables us to cultivate a high-performing and inclusive workplace where everyone feels valued.Your career journey is unique. We strive to provide you with the support needed to achieve your full potential. With our global reach, inclusive culture, and cutting-edge technology you'll have the opportunity to build a career that aligns with your strengths and passions.Join our global community of over 30,000 people with a presence in 40 countries and united by the values of Care, Courage and Collaboration. At Hydro, you have the chance to make a difference in the industries that matter.Posted on: Apr 8, 2024Location:Székesfehérvár, HU Budapest, HUDepartment: GBS IT Service Management OfficeBusiness Area: Global Business Services(HGBS)Legal Entity: Hydro Extrusion Hungary kft.Job Type: Permanent