Service Delivery Manager

Company Description

Chubb Fire & Security is a leading provider of fire safety and security solutions & services for customers worldwide. We have been protecting people and assets for over 200 years. Today, our 14,000 employees in 250 branches in 17 countries work to make the world safer, protect people and provide peace of mind. Our fire, security and monitoring services cover more than 1.3 million sites around the world

**Job Description**:
Reporting into the Global Head of Service Delivery within Digital Operations, the Service Delivery Manager is an ITIL specialist, with previous experience and accountability of the key Service and Support capabilities, with experience of working closely with internal teams and external vendors to drive best practice and service excellence within their respective areas.

As a new role, this individual will work closely with the existing Infrastructure and Application delivery teams, taking ownership of the facilitation and governance of the Service Delivery ITIL processes, while ensuring that the regional delivery teams are getting the best service possible from vendors and in turn, providing improved services to our end users across the globe.

**YOU WILL LOVE THIS ROLE IF**:

- Doing whatever it takes to make your team succeed is in your DNA - you love leading from the front, but you’ll roll your sleeves up and do whatever it takes to make your team succeed
- You love working closely with driven, passionate people - everyone at Chubb lives and breathes excellence in their field
- You love tech products and innovation - being able to combine your passion for building technology with your passion for project delivery means you’ll fit with the team and love your work

**Key responsibilities**:

- Supporting the Head of Service Delivery to implement global ITSM processes into the Europe region : France, Netherlands, Belgium, Austria, Germany, Spain, Switzerland
- Monitoring local and virtual support teams to ensure SLAs are met and to ensure optimal service and customer satisfaction
- Taking ownership of escalated local incidents and major incidents, coordinating with resolution parties, and establishing effective communication between stakeholders during incidents and post-incident reviews
- Ensuring that systems, procedures, and methodologies are in place and followed to support outstanding service delivery
- Taking accountability for service delivery performance of both internal and third-party vendors, meeting customer expectations, and driving future demand
- Analysing third-party and internal processes, and creating strategies for service delivery optimization
- Providing accurate and regular reports to the regional management on performance of the service delivery teams
- Ownership of other designated ITIL processes (for their region) i.e. Knowledge Management, Service Catalogue, Service Reporting (SLM), Business Continuity (BCP) and Service Escalation Management

**Qualifications**:
**What we are looking for from you is**:

- Previous experience in a Service Delivery Management role with exposure to key functions such as Incident, Problem, Change and Major Incident Management.
- Exceptional customer-facing, presentation and influencing skills
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
- Mastery of ITIL principles
- Excellent third party and stakeholder management
- Fluent in French and in English

Additional Information
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We believe in diversity and inclusion and welcome applicants from different backgrounds. This includes people with disability, LGBTIQA+ and all cultural and language backgrounds._