- domainQ-Park
- location_cityMaastricht
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.
- 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