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IT Service&Delivery Operations Management

For our International IT team we are looking for candidate to fulfill leading position as IT Service&Delivery Operations Management.

 

Purpose of the job

 

The IT Delivery and Service Manager will be responsible for managing the delivery of IT services and operations in Europe and CEE region. Being centrally involved in the day-to-day running and monitoring of existing live services, the person is responsible for ensuring fulfillment of Service Level Agreements (SLAs) and Operation Level Agreements (OLAs) and acts as needed through controlling, pushing and coordinating all necessary activities to restore service. This includes communication to all involved and affected areas as well as periodic service reporting. Besides the related activity to daily operation, the person will also be responsible for the coordination of Service Transitions to ensure transitions without gaps and excellent quality. For both Service Operation and Service Transition, regular and on-demand reporting is a common baseline. Overall, the main goal is to improve continuously the satisfaction of internal customers and IT users with and adequate cost for the company.

 

Key Accountabilities

  • analyzing metrics and KPI's to identify areas where action is needed to reduce incidents and support costs
  • interacting with regional IT managers, hosting team, AMS team, AHEAD and project managers
  • ensuring the DTO&IT director and team, is informed about critical incidents, problems and other issues with big impact on business operation,
  • assuring adequate planning and quality of training and documentation for service transitions,
  • leading and managing the service and delivery team for Europe & CEE.

 

Functional Competencies

  • a good end-to-end understanding of IT services as well as user management and IT users’ needs,
  • an analytical approach to all aspects of IT service delivery within ITIL context,
  • ability to build and maintain cross-team relationships and work with these teams in delivering the service to the end user,
  • experience with dashboard building,
  • business and customer focused while striving for excellent service quality,
  • communication planning and executing.

 

Knowledge & Experience

  • the ideal candidate has a proven hands-on experience with ITIL methodology, processes and service delivery,
  • good understanding of service desk (or equivalent), desktops, laptops, servers, office software, applications ideal SAP, telephony, telecommunications technologies and backup procedures,
  • at least 8 years of experience in IT department including at least 5 years of experience in service delivery management in a multi-site company and complex organization; experience in multi-country companies is a plus,
  • excellent troubleshooting skills and able to multitask,
  • ITIL v3 or 4 Foundation Level required,
  • good communication and team coordination skills,
  • fluent in English and Polish. Italian, German or other language is a plus,
  • willing and being able to travel up to 30% of time,
  • graduate or post-Graduate degree in Computer Science, Information Technolog; some specialization around service management is a plus.

 

Skills and attributes

  • deep knowledge with ITSM tools like ServiceNow or similar,
  • vendor and contractor management skills (challenging contract, goals and reporting, SLA, OLA),
  • change management deep knowledge and improvement skills,
  • project management methodology knowledge (PMO, COBIT, Agile …) is a plus,
  • dashboard and KPI deep knowledge,
  • coordination of technical team across the region,
  • support and good training skills,
  • audit leading and process knowledge,
  • services & process designer (BPMN 2.0 or higher).

 

Do you want to be a part of an IT Team that supports FRoSTA in the digital transformation? Spice things up and apply in English with your earliest possible starting date and your salary expectations!

 

We are open to conduct the whole process of recruitment in a digital manner:) Apply now and let's meet and talk!

 

As one of the largest manufacturers of frozen products, we have been using only genuine
ingredients for over 10 years and have dispensed 100% with additives in our FRoSTA products.
The main ingredient for our success are our best employees. And because we know that
there is no Planet B, we are committed to sustainability, environmental protection and
social projects beyond the usual framework.
Do you value real food, want to make a difference and think outside the box? Join FRoSTA!

 

 

As one of the largest manufacturers of frozen products, we have been using only genuine
ingredients for over 10 years and have dispensed 100% with additives in our FRoSTA products.
The main ingredient for our success are our best employees. And because we know that
there is no Planet B, we are committed to sustainability, environmental protection and
social projects beyond the usual framework.
Do you value real food, want to make a difference and think outside the box? Join FRoSTA!  

 

Apply now

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