Service Demand Manager / Service Delivery Manager

We are seeking an experience Service Demand Manager / Service Delivery Manager to assist us in the first phases of managing an IT Infrastructure outsourcing project that is currently kicking into high gear. The Service Demand Manager should help shape the outsourcing partnership with our vendor and make sure we setup things first time right.

You have to be available on very short term and should not have any longer vacation planned for the period June through August.

Responsibilities

• Take ownership of IT services and ensure their effective delivery, management and improvement to meet needs of business, software architect and DevOps teams;

• Ensure compliancy and security requirements are met;

• Create and maintain Service Level Agreements;

• Create and maintain service process descriptions;

• Create, monitor, and report on a key set of metrics and KPIs;

• Develop both short and long-term service and process goals and maturity levels to be achieved over the specified time period;

• Escalation management duty is part of the responsibility.

Skillset

• Bachelor or master degree in a technical domain, e.g. Software Engineering or Computer Science or equivalent is a must;

• Work experience in driving an IT Infrastructure outsourcing deal is a must;

• Work experience and qualifications on ITIL, Agile and DevOps is a must;

• Work experience in an eCommerce or Digital environment is a must;

• Work experience with Azure/AWS is a must;

• Work experience on how to integrate DevOps, Site Reliability Engineering and ITSM/ITIL principles successfully is a big plus;

• Work experience in escalation management is a must;

• Excellent communicator, process skills and being able to influence without hierarchical power;

• Excellent stakeholder management skills;

• Ability to take a firm stance on Service Levels and agreements made;

• Ability to manage conflict situation without immediate escalation mode;

• Ability to work in a structured and accurate manner;

• Pro-active and assertive, can-do mentality;

• Highly motivated to become acquainted with new topics and technologies;

• Driven to improve yourself and keep on learning;

• Fluent in English, both in speaking and writing.