It Service Delivery Manager Italy Parma

It Service Delivery Manager Italy
Parma
Emilia Romagna, Parma

IT Service Delivery Manager Italy**:

**Job information**:

**Reference number**:

JR-0018431

**Job function**:

IT

**Position type**:

Full time

**Site**:

Parma

Via Angelo Maria da Erba Edoari 29/A, 43123 Parma PR

The Service Delivery Manager is responsible for the agreed service delivery to the sites.

The Service Delivery Manager is designed as escalation instance and responsible if service delivery does not meet expectations.

The Service Delivery Manager keeps in touch with operational users of the IT services.

There is a global Service Delivery Management and one on the sites / in regions with close interaction.

Train global user community how to use the IT Support processes; Introduce and monitor GEA IT standards and IT Security.

**Your responsibilities and tasks**:

- Record and handle user complaints; Being first contact person for any inquiries for the business sites on an operational level (not single user related).

Ensure that customer and user complaints as well as escalations are handled

- Steering of local Service provisioning: Steers as advised by the provider manager the local provider / local OSS team

- Collect local requirements in regard to global projects

- Being caretaker for the business sites on an operational level

- Create service level reports for sites / regions: Summarize service levels and provide service level reporting towards the business.

Monitoring of the provision of services to all defined locations

- Provide feedback about service performance for Service Owner.

Stimulate continuous service improvement

- Record local demands and hand them over to BRM

- Provide correct charging towards the business sites.

Explain invoices to local business

- Ability to provide guidance to consultants

- Provide guidance to direct users and local business on IT processes, solutions, and improvements

- Manage a team of individuals (business, GEA IT, 3rd party) towards solution management and troubleshoot to resolve problems as they arise

- Partner with other business leaders to manage and lead change initiatives.

**Your profile and qualifications**:

- 3+ years of experience in IT Management with a Certification in IT systems or 5 years or more experience in lieu of education.

- Bachelor's degree in Computer Science or related degree is preferred.

- Excellent customer service and leadership skills with ability to influence customers positively.

- Articulate, with effective verbal communication skills and a polished, executive presence and ability to "think on your feet" and respond constructively with action-oriented ideas

- Understanding of the business, process and user requirements of the dedicated area with deep knowledge of IT services

- Strong leadership, communication and organizational skills

- High resilience, joy in communication and moderation

- Analytical, independent and structured approach

- Self-Motivated with an ability to effectively prioritize and execute tasks in a high-pressure environment.

- Ability to work in an agile and dynamic manner.

- Working knowledge of ITIL practices.

- Strong verbal and written communication skills in English with an ability to present ideas in non-technical language.

- Strong personal skills, with a focus on listening and questioning skills.

Ability to look at a new situation with a fresh perspective every time