HCLTech
Jobid=A.0.168
Role: Service Delivery Manager (Supply Chain)
Purpose of Role: You will be responsible for improving all areas of IT service management for distribution centres including major incident management, problem management, complex service request fulfilment, service performance management, service reporting and coaching.
This role will see you drive process improvement through the technology team as well as mentoring and guiding team members in service delivery excellence.
Key Responsibilities, Skills & Experience:
Educated to degree level with 12+ years of experience in support service (ASM) management and preferably in SCM / WMS domain
Taking ownership of service delivery
Strong Experience in ITIL process – Incident management, Problem management, Change management
Manage and work closely with all stakeholders and ability to drive the service principles according to ITIL processes
Manage day-to-day operational aspects of projects, including communications to team, stakeholders and executives, developing and agreeing the communication’s plan
Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
Regularly reviews the attainment of Service Levels and drives the service owners to deliver at the committed quality. Recognises any divergence from the acceptable plan and recommends actions. Owns improvement plans and ensures they are regularly reviewed and progressed
Manages service risks, contractual exposure and critical escalations to prevent disclosure of client to customer claims.
Experience / good understanding of IT infrastructure service management – Database and OS.
Familiar with IT architecture, design, operational service and support organizations
Proficient in basic business analysis
Experience in creating service designs in alignment with ITIL processes
The ability to work effectively under pressure in a fast-paced dynamic environment while maintaining a sense of perspective.
Strong experience in dealing with senior business users
A wealth of experience of managing in Supplier/Vendor Management
Should have experience in customer and multiple 3rd party stakeholder management
Proven experience operating within a third party logistics environment (preferred but not essential)
Excellent client-facing and internal communication skills
Excellent Business level English communication
Customer focused
Experience in people management and team building, training and knowledge management
Familiar with MS office – excel, PowerPoint and documentation and good reporting and presentation skill.
