Senior Service Delivery Specialist

Primary Technical abilities: (Must Have)

• Must have experience in Infrastructure solutions: Datacenters, Clouds, Network, Security. (Not accepting less than 3 years)

• Depth of experience on at least one of the areas in Infrastructure solution

• Experienced in managing or coordinating teams in a complex organization

• Experience in Operations KPI – Ticket Mgt to Infrastructure KPIs (e.g. Back-up completeness, Recovery RTO/RPO, Infra Utilization improvement)

• Solid experience in ITIL processes mgmt (ITIL certified minimum)

• Solid experience in Services Management

Secondary Technical abilities: (Must have)

• Project management skills

• Has worked in an multi-cultural environment

• Innovative methodologies such as Agile or DevOps

• CMMI experience

Behavior abilities: (Must Have)

• At least 10yrs experience in Infrastructure delivery or IT services delivery

• At least 5yrs experience in Services Delivery management

• Customer service oriented

• Leadership & entrepreneurship (owner-mindset)

• Ability to organize, to federate and coordinate

• Capacity to adapt with flexibility

• Convincing & influence

• Rigorous and organised

• Self-motivated, eager to learn and grow in the I.S. profession

• Team player must be able to work with people within and outside of the IT department.

• Excellent communication skills, verbal and written. English speaking mandatory

• Ability to analyze and synthesize situations

• Ability to Understand the business constraints

• Willing to do some traveling

• Dedication

Technical Environment: (Must have)

• Public and Private Cloud – OnPrem, Azure, AWS, GCP (at least 2)

• OS/Cloud Maintenance & Monitoring/Utilization/Capacity

• Back-up and Storage

• Disaster Recovery

• Network Layer – Switches, Firewalls, voip

• Ticket Management and Critical Incident Management

Job Description

RESPONSIBILITIES:

• Manage and control the expectations of the stakeholders within the region and/or shift managed as it adhere to the to the committed services under the shared service model and its processes.

• Monitor and Control the implementation and maintain framework of best of breed standards in Tech Services and IT Security on following topics but not limited to:

o Catalog of services to describe the scope of ESSPI Infrastructure SLAs of the corresponding services with the Processes within ESSPI and in relation with Customers' organizations

o Ensure adherence to the shared model to improve efficiency and enlarge the period of support on 24h

• Monitor and Control the statement of work with shared service customers based on current services actual or requirement

• Coordination across all the Tech Services service line leveraging the team leaders and services line coordinator for the service delivery to ensure the delivery and quality of the services.

• Consistent communication, monitoring and driving of the continuous improvements for the managed Customers across all the services provided.

• Regular reporting & daily monitoring on activity, quality and performance

• Ensure appropriate documentation on agreements and/or hand-over activities

• Accurate and timely reporting to the head of Infrastructure department esp. on escalation impacting services and/or performance of the team.

• Ensure the impact of any changes to the level of service, particularly service level commitments and operational agreements

• Monitor, analyze and evaluate the operational performance of customers support and the results of the indicators and propose action plans

• Participate in the identification of value-creating services

• Identify new customer needs

• Contribute to the search for ideas and solutions (and its implementation) to continuously improve the performance of the company

• Build capability plan and skill up plan for individual resources within the service line directly managed and/or contribute in building one for the other service line as necessary based on experience and exposure.