I&D Service Delivery Manager – Digital Workplace

Purpose of the Job 

Position Summary

The IT Service Delivery Manager - Digital Workplace oversees the management and delivery of IT services related to the digital workplace, including azure platform, architecture, design and integration engineering, as well as administration of MS365

Business

Complexity 

Context In a dynamic and evolving digital landscape, the IT Service Delivery Manager must navigate complex business requirements and technological advancements to ensure seamless integration and delivery of digital workplace solutions. They must adapt to changing needs and priorities while maintaining high standards of service delivery.

Responsibilities:

1. **Service Delivery Oversight**: - Managing the end-to-end service delivery for Digital Workplace solutions powered by Microsoft Azure and MS 365. - Ensuring the delivery of high-quality services in alignment with SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).

2. **Stakeholder Management**: - Acting as the primary point of contact and building strong relationships with internal stakeholders, including business units, IT teams, and senior management.

- Collaborating with external vendors or partners to ensure seamless service delivery and support.

3. **Solution Design and Architecture**: - Collaborating with architects and solution designers to develop and implement Digital Workplace solutions leveraging Microsoft Azure and MS 365 technologies. - Ensuring that solutions align with business requirements, security standards, and best practices.

4. **Incident and Problem Management**: - Overseeing incident and problem management processes to address issues promptly and minimize service disruptions. - Implementing proactive measures to prevent recurring incidents and address root causes.

5. **Change Management**: - Managing changes to Digital Workplace solutions, including planning, communication, and coordination of change activities. - Assessing the impact of changes on service delivery and ensuring minimal disruption to end-users.

6. **Service Improvement Initiatives**: - Identifying opportunities to enhance service delivery processes, streamline operations, and improve user experience. - Leading continuous improvement initiatives to optimize service quality, efficiency, and effectiveness.

7. **Performance Monitoring and Reporting**: - Monitoring service performance, analyzing trends, and generating reports to track key metrics, such as service availability, performance, and user satisfaction. - Providing regular updates and insights to stakeholders on service delivery performance and improvement efforts.

8. **Risk and Compliance Management**: - Identifying and mitigating risks related to service delivery, security, and compliance with regulatory requirements. - Ensuring that Digital Workplace solutions adhere to relevant security standards, data protection regulations, and industry best practices.

9. **Budget Management**: - Managing the budget for Digital Workplace services, including forecasting, planning, and tracking expenditures. - Optimizing resource allocation and procurement to ensure cost-effectiveness and value delivery.

10. **Team Leadership and Development**: - Leading and motivating a team of Digital Workplace specialists, including engineers, administrators, and support staff. - Providing coaching, mentoring, and professional development opportunities to enhance team performance and capabilities.

Stakeholder Collaboration

• Service Delivery Operations Team

• Entreprise Architecture Team

• CoE and application owners

• Cybersecurity Team

• Business Owners and End Users

• Training Team

“What you bring”

The ideal candidate brings extensive experience in IT service delivery and management, with a strong background in digital workplace technologies. They possess excellent leadership and communication skills, with the ability to drive collaboration and innovation across teams.

Knowledge & Experience

• Bachelor’s degree in computer science, Information Technology, or related field.

• 12+ years of experience in IT service delivery or management roles.

• 5+ years of experience managing Azure cloud platform, architecture, design and integration engineering teams. • Proficiency in administering MS365 end to end

• Certifications in Microsoft MS365 and Azure Administrator Associate is a must

Skills

• Leadership and team management.

• Strategic planning and execution.

• ITIL framework and best practices.

• Problem-solving and decision-making.

• Excellent oral and written Communication and stakeholder management.

Competencies & Proficiency Level

• Leadership (Advanced): Ability to inspire and motivate teams to achieve goals.

• Strategic Thinking (Advanced): Capacity to develop long-term plans and objectives aligned with organizational strategy.

• Collaboration (Intermediate): Skill in working effectively with cross-functional teams to achieve common objectives.

• Problem Solving (Intermediate): Capability to analyze complex issues and develop practical solutions.

• Communication (Advanced): Proficiency in conveying information clearly and persuasively to diverse audiences.

Values & Behaviors

• Customer Focus: Prioritize the needs of internal stakeholders and end-users.

• Accountability: Take ownership of digital workplace initiatives and outcomes.

• Innovation: Foster a culture of continuous improvement and creativity.

• Integrity: Uphold ethical standards and maintain trust and transparency.

• Collaboration: Work collaboratively with cross-functional teams to achieve common goals