Service Delivery Manager (4) in Bucuresti

Take a step forward and let Edenred surprise you.Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world. We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment. Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities.We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.SCOPE:The mission of the role is to evangelize the adoption of the Global Service Management Processes (Incident, Problem, and Change) within the company-wide footprint.The role will be focused on governing the IT Service Management Processes, working with all stakeholders around the world, and ensuring the continuous improvements of the workflows and ways of working. The role will work with a variety of stakeholders from multiple technical domains such as networks, cloud infrastructure, ITSM Tools, monitoring tools, and business applications.Main responsibilities:The Service Delivery Manager oversees a number of key functions within the IT department that enable the delivery of a high-quality service to end users and ensure Service Delivery processes are in place to meet business needs.Work collaboratively with technical teams from Global Technology and local Business Units in order to ensure adherence to the Global Service Management Processes.Act as main point of contact for internal customers.Ensure proper execution of all Service Management processes such as Incident Management, Problem Management, Change Management, and Configuration Management.Ensure the KPI and SLA targets are met and the delivery meets the required service quality.Make technical/professional recommendations that have a perceptible impact on business performance.Attends and leads crisis cells for incidents or problems.Manage escalations, establish and implement improvement plans to increase the service quality.Provide appropriate reporting and data to stakeholders in order to highlight the stability of the Global IT Systems.Participate in Local and Global governance with the purpose of presenting information and ensuring feedback is received from stakeholders and applied to the Service Management processes.The role will be part of the Global Service Management team located in Romania, with a focus on ensuring stakeholders in EMEA/APAC receive the appropriate support. Requirements:Experience:At least 3 years of experience as Service Delivery Manager or similar, in an IT or Telecom environment.Excellent communication ability in English.Appropriate stakeholder management skills, experience with different levels of management.Ability to present technical information in a common language.Analytical, continuous improvement mindset.Works well under pressure.Adaptability to change.Technical knowledge / Certifications:ITIL or similar framework knowledge. (Certification is a plus).Basic IT Infrastructure Knowledge.Power BI/Analytics is a plus.


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