IT Service Delivery Lead
2 mesi fa
For an Italian global cruise company we are looking for an IT Service Delivery Lead - Release. _
- In line with the IT Strategy of the company, the IT Service Delivery Lead is responsible for overseeing the day-to-day operations in the Release Management area, supporting the complete software delivery life cycle. He will actively work with different IT and business teams from the planning phase to the deployment phase through the development and testing phases. _**Key Responsibilities
- _Develop and implement processes for collecting data from business stakeholders on their satisfaction with the service delivery. _
- _Monitor the release strategy and deliverables by driving the quality management review process and the governance meetings, managing risks, and resolving challenges that impact release scope, quality, and schedules _
- _Service Performance Reporting of the managed services provided by internal and external teams to meet the agreed KPIs /SLA/SLO. _
- _Accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated services. _
- _Identifies and manages service improvements to increase customer satisfaction and business services stability. _
- _Assist the delivery teams in preparing required documentation like HLD, LLD and Test Plan and prepares execution plan WBS needed for the project implementation and review the documents required to execute any minor or significant changes in the environment. _
- _Executive services analysis and reports for MGMT (creating and presenting regular services status reports to senior management). _
- _Develop and maintain working relationships with other departments and teams to ensure the effective implementation of core business strategies and procedures in the release management area _
- _Developing and handling contracts for commercial contractors. _
**Job-Requirements: skills, competencies, experience
- _5 to 7 years of proven experience as IT Service Delivery Manager. _
- _Master's degree in computer science, engineering or equivalent. _
- _Fluent in English, oral and written (any other language is an advantage) with excellent written and verbal communication skills. _
- _Capability to translate business requirements into technical specifications. Attention to detail, creativity and solution-oriented, with the ability to prioritize tasks efficiently. _
- _Effectively managing key stakeholders both internally and externally in the organisation. Experience in supplier governance and services setup & management. _
- _Proven experience in Service Management, Service Delivery, Release Management framework and strategies _
- _ITSM ServiceNow Platform knowledge, any certification is an advantage that will be appreciated. _
- _CASM (Certified Agile Service Manager), COBIT, ITIL V.4 and common IT Service Management processes proved knowledge and experience, any certification is an advantage that will be taken into strict consideration during the selection. _
- _Proven experience in SLAs/OLAs Company Implementation, managing and monitoring to meet customer expectations in service delivery _
- _Experience in system integration of ServiceNow with other tools and platforms _
- _Experience in service procedures and flows developing, interfacing with provider/customers and maintaining internal documentation. _
- _Experience with IT Digital transformation, processes automation and improvements._
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