ITS Service Delivery Manager 

Location: Barcelona

Job Summary:

The overall mission of the Service Manager is to be responsible for the operational health and agreement-stipulated delivery of one or more ITS Services.  This entails managing many different process activities including those related to Incident, Problem, Change, Release, Service Request, Knowledge, Configuration, Availability, Capacity, and Service Level Management.   Lastly, the Service is relied upon to promote continuous improvement to the service in collaboration with the Service Owner and support vendor(s).

Main Responsibilities:

• Act as primary point of contract to service recipients and support vendor(s) for escalation purposes
• Monitor the service recipient satisfaction
• Identify and propose service improvement opportunities
• Advise service recipients on best practices to maximize the benefit of the existing service
• Accountable for day-to-day service delivery for the related service components (application, solution, platform, processes)
• Ensure the set up and monitoring of the operational activity according to the agreements with the service recipients and governance representatives
• Report on Service Delivery Performance:  raise alerts when KPIs are not met
• Monitor, Analyze and keep ticket pipeline at the agreed level
• Lead and/or key contributor in the planning and execution of projects/initiatives aimed at improving the effectiveness and usefulness of the delivered service
• Ensure the timely development and implementation of Service enhancements
• Actively manage he budgets and spend costs associated with Services(s)
• Ensure the right configuration and settings in related ITSM tool (SNOW, MyApps, Wrike, etc.) for assigned service portfolio
• Responsible for any applicable security and regulatory compliance of service

Experience:

• 7+ years of Service Delivery experience in an IT organization
• 7+ years relevant experience in the healthcare industry and/or consulting
• Experience working with Service Now software preferred
• Experience in IT operations management including support, continuous improvement, budgeting activities and vendor management

Education and Qualifications:

• Bachelor’s Degree
• Deep understanding of ITIL concepts and fundamentals
• Scales Agile Framework (SAFe) certification a plus
• Strong analytical and communication skills
• Ability to delivery on service management objectives in a timely manner
• Ability to build collaborative working relationships with team members, colleagues and business stakeholders
• Excellent written and oral communication skills
• Ability to work proactively and independently with minimal direction
• Ability to communicate and present effectively to leadership and business stakeholders
• Ability to devise creative approaches to resolving business process and data challenges
• Ability to organize and run effective meetings
• Ability to organize the facts, promote a common understanding of issues, drive resolution and champion results
• Strength in several LEAD Competencies - Think Strategically, Lead Teams, Act for Change, Strive for Results, Cooperate Transversally, Commit to Customers, Make Decisions

Pursue Progress. Discover Extraordinary.

Better is out there. Better medications, better outcomes, better science. But Progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.

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