Service Delivery Manager

Your tasks

As a Service Delivery Manager at one of our most important customer's, you'll be responsabile of Service Delivery as follows:

• Operate Landscape Managers are end-to-end accountable for the landscapes in their scope towards the Business (operations, innovation, business confidence and financials).
• Be accountable for the execution/deployment of releases and approval of changes for their landscapes. The SERVICE MANAGER has a seat at the Change Advisory Board (CAB) and will assess the impact of changes across all component landscapes related to a specific business process and aim to minimize business disruption.
• End-to-end accountable for Incident and Problem related application support activities (break-fix).
• Ultimate sign off authority for Transition to Support in terms of Operate Landscapes, as transition to support also takes place at Component Services.
• Responsible for Enterprise Service Management KPI’s for their landscapes. 
• Ensure that IT assets of the non-business critical component landscapes are logged in the Configuration Management Database, with assistance from LOI organization.
• Will support the CLM and LOI Core Operations Team for the set-up of the proactive Landscape monitoring service of the Global Command Centre, when relevant.
• Own the DRP (Develop & Implement as well as Execute Test) and provide assurance that technical and organization facilities for IT business continuity are implemented and guaranteed.
• Be responsible for the effective implementation of the relevant key controls within their delivery organization (e.g. User Access Management, Change Management).
• Ultimate authority to sign off Business SLA representing IT delivery, and accountable to ensure there are existing ‘back-to-back’ service levels to support the service levels agreed with the Business.

Additionally, you'll be responsabile of "Account Management” as follows:

• Perform the business facing review with the Business Interface (BI), and agree any funding if necessary.
• Perform financial management, and ensure correct charging is performed to Operating Units/IM/IT’s.
• Own the KAS contracts that are part of their delivery organization.
• Single point of oversight to incorporate all elements required to deliver a stable platform to facilitate the business workflows.
• Create/manage Landscape SLA’s; provide data to the SOM and Demand Manager enable the business planning cycle for landscape part of the portfolios.
• For continuous improvement to landscape scope: the SDM decide where the priorities lie liaising with the Business Interface (BI).
• End-to-end accountable for the Operate Landscape lifecycle, working with the IM/IT and Delivery Verticals to enable innovation.

Location: Sofia (fully onsite)