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Service Delivery Manager
hace 2 meses
At DB Schenker, we're seeking a highly skilled Service Delivery Manager to join our team. As a key member of our Global IT&D Land and Digital Solutions (GILDS) enterprise function, you'll play a critical role in ensuring the smooth operation of our digital products and services.
Key Responsibilities- Incident Management: Ensure that incidents and problems are handled according to agreed procedures and standards.
- Problem Investigation: Investigate escalated incidents to responsible service owners and seek resolution.
- Service Recovery: Facilitate recovery, following resolution of incidents.
- Documentation and Closure: Ensure that resolved incidents are properly documented and closed.
- Root Cause Analysis: Analyze causes of incidents and problems and inform service owners to minimize the probability of recurrence and contribute to service improvement.
- Performance Metrics: Analyze metrics and report on the performance of incident and problem management process.
- Problem Solving: Enable development of problem solutions.
- Implementation and Coordination: Coordinate the implementation of agreed remedies and preventative measures.
- Pattern and Trend Analysis: Analyze patterns and trends.
- Leadership and Communication: Lead functional initiatives and communicate effectively with all involved parties and stakeholders.
- Service Management Expertise: Profound knowledge in Service Management (Process development, continuity, and availability management, SLA/ OLA creation, Service reviews, Capacity management, and Service Transition, Service Onboarding).
- Process Improvement: Experience identifying process improvements and coordinating their implementation.
- International Experience: International experience in customer projects and service management.
- Business and IT Processes: Understanding of business and IT processes.
- Interpersonal Skills: Strong interpersonal skills and ability to work effectively across diverse organizations, groups, and functions.
- System Affinity: High system affinity and challenger mentality.
- Language Skills: Fluent Business English (written and spoken).
- Education and Experience: Preferred Minimum bachelor's degree in Logistics, Computer Science, or related disciplines. Profound IT service management experience for at least 3 years, preferably in the logistics environment. IT Infrastructure Library (ITIL) qualification is required.
