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IT Service Delivery Manager
Il y a 2 mois
The Regional IT Service Delivery Manager is responsible for overseeing the delivery of IT services to all Tronox employees within their geographical region. This role ensures that service level agreements are met, and IT services are delivered in a timely, efficient, and cost-effective manner.
This position requires a strong focus on customer satisfaction and service quality, as well as the ability to manage and motivate a team of technical professionals.
As a client-facing role, it is preferred that the incumbent be on-site at least two to three times a week to manage stakeholder relationships.
Key Responsibilities:- Develop and maintain strong relationships with internal and external stakeholders, ensuring that their IT service needs are met in a timely and efficient manner
- Represent IT on Regional and Site round tables where appropriate
- Act as a direct line of communication with Regional Operational Leaders, promoting the IT strategy
- Provide feedback to the Global IT Organization on requested enhancements
- Identify trends in IT support issues and work to reduce repeat incidents
- Ensure that IT service level agreements (SLAs) are established, monitored, and achieved or exceeded
- Manage and motivate a team of technical professionals, providing coaching, training, and performance feedback as needed
- Deliver IT services in line with policies, procedures, and standards to ensure service quality, consistency, and efficiency
- Coordinate and communicate with other IT teams, vendors, and third-party providers to ensure that service delivery is optimized and that any issues or problems are resolved in a timely manner
- Monitor and report on IT service performance metrics, identifying opportunities for improvement and taking corrective action as needed
- Plan and manage IT service delivery projects, ensuring that project objectives are achieved within scope, budget, and timeline constraints
- Manage IT service delivery budgets, ensuring that expenses are within budget and that cost-saving opportunities are identified and implemented
Requirements:
- Bachelor's degree in Computer Science, Information Systems, or a related field
- ~5+ years of experience in IT service delivery management or a related role
- ~ Strong knowledge of IT service management frameworks such as ITIL, COBIT, or ISO 20000
- ~ Excellent communication, interpersonal, and customer service skills
- ~ Experience with project management methodologies and tools
- ~ Knowledge of IT infrastructure, systems, and applications
- ~ Understanding of SAP
- ~ Conversational Dutch or French would be beneficial
