Service Delivery Manager

You must Sign In before continuing to the company website to apply.

Smart SummaryPowered by Roshi

The Service Delivery Manager is responsible for the day to day management of the ITSM platform and Solutions team. They will establish team goals, communicate job expectations, and lead the team in the right direction. Qualifications include engineering degree, experience in IT solutions, and expertise in Service Delivery, ServiceNow Platform, and Stakeholder management.

Description:

The Service Delivery Manager is part of the Information Management (IM) function. He/she is responsible for the day to day management of ITSM platform & Solutions team, which is located within the IM Global In-house Centre (GIC). Success of this position will require strong international collaboration with global Airbus teams.

The successful candidate will establish team goals by understanding the business strategy, identify and evaluate business & technical trends and choose a course of action to achieve the same. He/she will accomplish the team results/performance by communicating job expectations, planning, monitoring, coaching and leading the team in the right direction.

Qualification & Experience:

Engineering graduate/post-graduate with 10+ years of experience in developing, delivering and managing IT solutions.

6-8 years of Service Delivery expertise

6-8 years of ServiceNow Platform skills

8-10 years of ServiceNow Operations skills

6-8 years on ServiceNow Release & Instance Management

6-8 years of Stakeholder management

6-8 years of Product owner or Service delivery or Leadership

3-5 years on ETL Tools

3-5 years of experience on Excellent in MS EXCEL or Google Sheets

3-5 years of experience on Agile ways of working

1-2 years of experience on Servicenow Performance Analytics

Certification in ITIL and Waterfall / Agile/ SAFe project methodologies

Experienced in collaborating with internal and external stakeholders transnationally

Quality management awareness

Essential Skills

High level of energy, strong drive & ability to adjust to changing priorities and making quick decisions with limited information are essential attributes in this role.

Experience in building new teams, defining the road maps in the domain of ITSM with tools like ServiceNow, BMC Remedy, Cherwell etc.

Experience in software product quality engineering including Development, Test planning, implementation , execution and at least 4-5 years relevant experience with ServiceNow Operations within a complex global environment

Experience Managing ServiceNow upgrades and deployments

Knowledge of ServiceNow Best Practices and ongoing knowledge of latest ServiceNow features

Strong organizational, communication & customer service skills.

Strong oral and written communication skills.

Strong analytical and problem solving skills.

Strong hands-on technical experience & focus on problem solving and service restoration.

Ability to effectively triage and resolve incidents, assist in change management and deployment support.

Knowledge and use of incident/problem management tool sets such as Service Now, SharePoint etc.

Strong Project Management & Leadership Skills.

Ability to engage and motivate people in large teams

Experience of the SLA and OLA management.

Very strong Customer focus and proactive stakeholder management.

Experience of having worked in Agile framework

Others:

Knowledge of any programming language like Java, DotNet and related frameworks

Knowledge in Data storage technologies.

Previous experience of service management of IT solutions involving MySQL, Linux etc is desirable but not mandatory

Willingness to travel for long & short term to Europe

He/She shall be willing to work in European Shift Times (upto 10.30 PM IST in Summer and 11.30 PM IST in winter.)

Responsibilities:

Hold the full responsibility to lead the service delivery team in the right direction to achieve success.

Takes proactive action to ensure stable and secure applications and IT infrastructure to avoid potential service disruptions, attending to capacity planning and to information security.

Define and implement Service Level Agreements (SLAs) to ensure the right level of support execution.

Own and manage service delivery OLA/SLA achievement with high level of customer satisfaction. Manage Application Support Delivery Team including responsibility for Level 1, Level 2 and Level 3 support.

Provide technical direction, develop and implement procedures and procure tools pertinent to the effective and efficient operation of the service delivery team.

Monitor overall performance of services and timelines.

Prepare, maintain and analyze service reports to address any possible delays/issues before it occurs.

Identify KPI's and create the right reporting parameters and mechanism.

Distribute KPI/service reports weekly/monthly to key internal stakeholders and alert any potential issues.

Create, review and maintain Knowledge Articles

Ability to communicate across the team regardless of organizational boundaries to achieve the goal.

Escalate on time and propose mitigation/corrective action if service delivery is not meeting expectations.

Develop, improve and implement processes with stakeholder agreement to ensure effective information flow to speed up the delivery timelines

Ensuring operations teams are aware of changes and are prepared to perform the delivery as agreed

Ensure the availability of the team with proper backup plan to support the agreed service window

Investigate customer concerns about service, timeliness and quality.

Oversee training and development of service delivery team

Success Metrics:

Success will be measured in a variety of areas, including but not limited to

Agile mind-set, collaborative way of working, quick reaction in case of operational issues, SLA fulfillment & service availability

Effective Coordination, Successful Collaboration

Customer-first mindset

Assertiveness

Crisis Management

Set alert for similar jobsService Delivery Manager role in Bangalore Rural, India

Company

Airbus

Job Posted

a year ago

Job Type

Full-time

WorkMode

On-site

Experience Level

3-7 Years

Related Jobs

In service Avionics

Airbus

Bangalore Rural, Karnataka, India

Bangalore Rural, Karnataka, India

Posted: a year ago

Job Description: Description   Airbus started its Digital journey. The objective being to transform the company and to prepare it for the future. This transformation includes new global governance, new ways of working and the implementation of digital business services and platforms. As a part of this transformation journey we have set up a GIC in the silicon valley of India - Bangalore. This state of the art GIC is responsible for driving excellence in IT for Airbus. To manage these complex environments and teams  are managed by the group manager.    Currently Airbus is looking for Group Manager- Monitoring Solutions,  to join the Bangalore, India location.   Group Manager- Monitoring Solutions, will be part of the Information Management (IM) function and is responsible for the day to day innovation, build & operation of the Global Digital Workplace Team located in INDIA. He/ She will be the business operations manager IM Digital Workplace group, which involves operational management of budget, Supplier management, risk/issue management and change control support.    The successful candidate shall establish team goals by evaluating, identifying & understanding the business strategy and technical trends as well. He/she shall accomplish the team results/performance by communicating job expectations, planning, monitoring, coaching and leading the team in the right direction .   Qualification & Experience Graduate/Post Graduate with 10+ years of experience in Infrastructure and Application Monitoring  Expert level: Business / affairs Management Project Management Leadership skills Ability to engage and motivate people Experience in building new teams and defining the road maps Intermediate level: Service Delivery Management  Digital Workplace Software/tool development experience Other: Knowledge of Aerospace domain (desirable but not mandatory) Knowledge and in depth understanding of Monitoring Solutions - Splunk, Zabbix, Hypervisor Command Centre (HCC), HP BSM etc. tools Knowledge on implementing and managing the Monitoring Solutions for continuous threat monitoring and remediation activities at global scale. Knowledge on  Agile/ SAFe principle and Service Management best practices Quality management System awareness is desirable  Capability to understand and deliver new business and customer requirements in the Digital domain  Ability to shift between domains and multi-skills experience is highly desirable. Professional Networking skills  Basic French knowledge is desirable    Responsibilities :  Hold the full responsibility to lead Global Monitoring Solutions team  in right direction to achieve the success Managing co-ordination of the partners and working groups engaged globally in projects Manage global communications and alignment with widely spread global stakeholders Take the accountability of developing and maintaining a detailed project plan Provide an enterprise perspective when identifying and addressing business needs Strong passion for technology, modern platform mind-set and solving customer problems Ensure that project deliverables are in line with the project plan Manage project scope and change control and escalating issues where necessary Manage resource capabilities and assignment (AI internal resources and In situ Supplier) Work closely with the global business team to ensure the project meets business needs Effectively manages project risk through mitigation planning Motivates team to work together in the most efficient manner Conduct the performance evaluation of the team Overall Cost /budget Estimation and control Experience in designing, integrating and managing IT solutions Ability to provide solutions, determine overall design direction and provide recommendations for complex issues Awareness of the role of Information Management plays in enabling the business objectives to be met Develop and implement procedures and procure tools pertinent to the effective and efficient operation. Ability to prepare, maintain and analyse service reports to address any possible delays/issues before it occurs. Liaises with, and updates progress to, project board/senior management Manage all aspects including project training within the defined budget Help team to identify their appropriate career path Develop competencies of the Team and prepare for future competencies Continuously look new opportunities and new customers within the frame of Global In-house Centre Technology Services Solutions Manage and lead the team on day to day operational basis and drive continuous process improvement Lead the team using a performance management and development process with the right training program. Provide effective performance feedback through employee recognition, rewards, and disciplinary action when it’s required. Work with Human Resources Team to interview and recruit right team based on the business need Coach, mentor, provide oversight and direction to the team accordance with the organization's policies and procedures Develop the team to take the delegation and empower them to take responsibility for their jobs and goals   Success Metrics Success will be measured in a variety of areas, including but not limited to Bring innovative cost effective solutions Achieve the customer satisfaction Agile mind-set, collaborative way of working. Consistently ensure the on-time delivery and quality (first-time-right) of the projects.  