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Senior Service Delivery Lead
2 weeks ago
Nuuday is a dynamic and innovative organization that provides cutting-edge IT services. Our team of experts works tirelessly to ensure seamless integration and collaboration with our suppliers, delivering exceptional results.
Job DescriptionWe are seeking an experienced Senior Service Delivery Manager to join our Nuuday Service Excellence team. As a key member of the team, you will be responsible for ensuring end-to-end integration, collaboration, management, and governance with our major IT and Telco service suppliers. Your primary focus will be on Telco services delivered by TDCNet and other utility partners in Denmark.
This is an exciting opportunity to work with us as we transform our Service Management area from a classic setup into a modern approach. You will be actively involved in building the operating model and roadmap for Service Management Services with stakeholders, both within Nuuday and the external service providers you will be managing towards.
Main Responsibilities:- Develop, implement, and continuously improve a modern way of working within the IT Service Management area in Nuuday.
- Be process owner across Nuuday and external service provider for one or more ITSM processes.
- Closely collaborate with Nuuday stakeholders to ensure alignment of expectations and high level of service satisfaction.
- Monitor and report on service delivery as per agreed service levels and act on breaches.
- Promote initiatives for improvements within the processes and services you are responsible for.
- Plan and manage the reporting and operational board meetings with the suppliers in scope and key Nuuday stakeholders.
- Ensure high degree of user adoption of services and processes in scope for your service delivery area.
- Create and nourish a collaboration culture built on 'win-win' with the suppliers in your service delivery area.
- Guide within the operational service management services e.g., evaluate risk of major change request on release and deployment.
- Document and maintain required information in the CMDB for your service area.
- Act as the coordinator and escalation point between business & technology for issues, requests, and changes.
- Oversee test and transition of services from the suppliers.
We are looking for a highly skilled professional with experience in designing and coordinating the transition of services and working with 3rd Party suppliers. Key requirements include:
- Experience with Service and Integration Management (SIAM), Service Delivery Management or similar.
- 3-5 years of relevant experience in complex organizations with focus on SLA requirements and controlling of contract usage including performance/capacity invoice control.
- Telecommunications industry experience is necessary.
- Strong cross-collaboration and alignment skills, e.g., with different business units including ownership of processes within the ITIL and SIAM framework.
- Ability to challenge status quo and optimize ways of working.
- Process-oriented and continuously looking for improvements of how to push the limit of 'what good looks like' from a business perspective.
- Ensures that mistakes are considered opportunities for learning – 'blameless postmortem'.
- Analytical and fact-oriented, able to translate analysis into insights that can be presented at relevant governance forum.
- Able to communicate complex topics in a clear and concise manner is required orally and in writing (both in Danish and English).
We offer a competitive salary and benefits package, as well as opportunities for career growth and development in a dynamic and innovative organization.
