bookmark_border ICT Service Delivery Manager
  • domainQ-Park
  • location_cityMaastricht
OFFLINE

JOB DESCRIPTION

The ICT Service Delivery Manager oversees a number of key functions within the One ICT department that enable the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the ICT team to achieve those expectations to a high standard.

 

The ICT Service Delivery Manager facilitates meetings, and ensure that products and services satisfy consumers.  He/she uses strong communication skills to motivate and encourage workers. The SDM use strong interpersonal skills to build relationships with customers and is employed full time by Q-Park. 

 

In this function you will act as a liaison between different parties like e.g. Business Partners, Q-Park Central ICT System (both INFRA and Applications)- and Parking Management System (PMS) Suppliers.

 

As a member of the One ICT Operations Team, he/she actively participates in the One ICT  projects and ensures the proper application and compliance within Q-Park.

 

Responsibilities

  • By managing and facilitating meetings, the SDM ensures that teams are improving performance, service, and product quality. Information is gathered at these meetings to target areas that need improvement.
  • To ensure that listings are accurate, he/she reviews IT service catalogs to add missing services or make recommendations for services that are not offered.
  • Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
  • Ensure that team members are familiar with IT service delivery processes and best practices. The SDM offers training as necessary.
  • As owner of the  escalation process the SDM will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed. 
  • Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed.
  • Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
  • Drive internal and third party service review meetings covering performance, service improvements, quality and processes. 
  • The SDM works in close cooperation with an international team of technical support specialists. He/she provides support, supervise staff, and provide direction and mentorship in tech support and service delivery.
  • Provide regular and accurate management reporting on IT Service performance.
  • Research and implement best practices in help desk and IT support. The SDM also ensure policies and procedures are followed.
  • Perform with project managers, development teams and system administrators for development, evaluation, test and launch phases of software development life cycle.
  • Configure and release software application updates to QA along with Production environments.

 

Analytical / Decision Making Responsibilities

  • Must be able to identify appropriate product/service offerings to meet the client’s needs.
  • Must be able to work within a matrix organization – balancing the needs of the customer against firm initiatives and goals.
  • Must make decisions, such as prioritize relationships to develop, negotiate with customers and overcome obstacles.
  • Manage multiple teams to deliver projects in alignment with customer needs with transparency to IT Services and customer stakeholders.
  • Identify, manage and resolve complex issues, preventing escalations, where possible.
  • Manage, negotiate and resolve project risks effectively.
  • Demonstrate, by example, in-depth knowledge of Q-Park competency principles and practices, including coaching, learning and mentoring.

 

Essential Functions of the Job

  • Initiate, build and sustain productive relationships.
  • Serve as an escalation point for customer concerns if/when they arise.
  • Identify appropriate resolution to achieve client satisfaction in a timely manner.
  • Help develop account strategy and plan that best leverages firm resources and strategies to meet customer expectations.
  • Monitor and manage end-to-end delivery of programs and projects sponsored by one or more customer groups to scope, time and budget.
  • Enforce standard methodologies, processes and tools.
  • Provide leadership and direction to project team members.
  • Evaluate and identify potential redundant applications, infrastructure and tools.

 

PROFILE DESCRIPTION

Knowledge & Experience

  • A degree in Computer Science and/or a business related degree; or equivalent work experience.
  • 10+ years in a corporate IT environment working with multiple disciplines to deliver projects in line with customer needs.
  • Significant experience in a customer service role and business management role
  • Work experience in a professional services industry is preferred.
  • Experience managing external vendors, commercial negotiations.
  • Excellent relationship building and interpersonal skills, including cross-cultural competence.
  • Proven delivery excellence ideally using Agile.
  • Strong leadership qualities and a passion for building high performing teams.

 

Certification Requirements

  • Certification and experience with ITIL v3 is a must.
  • Certifications in Project Management, Business Analysis and Project Assurance would be beneficial to performing this role.

 

Other Requirements

  • Fluent Dutch, English and French speaker.
  • Travel (in Europe) may be required.

OFFER

  • A highly challenging job within an inspiring, international and dynamic working environment and enthusiastic colleagues.
  • Opportunities for further training and (personal) development.
  • A attractive salary supplemented with an interesting package of fringe benefits.
JOB LOCATION
JOB DETAILS
  • Published 3 years ago
  • City Maastricht
  • Region Limburg
  • Sector ICT & Internet
  • Education Master's Degree, Academic Bachelor
  • Function Type Clerk
  • Experience At least 10 years experience
  • Skills Analytisch vermogen, Leidinggevende capaciteiten
  • Language skills Dutch, Flemish, English, French
Welcome to Jobsite | HR

We use necessary cookies to make our site work. We'd also like to set analytics cookies that help us make improvements by measuring how you use the site. These will be set only if you accept. If you want to change your cookie setting, please see the "Use of cookies" section of our privacy policy.