SENIOR SERVICE DELIVERY MANAGER

The Service Delivery Manager (SDM) manages the ServiceDesk service and is a member of the Global Service Management team, reporting to the Service Management Lead. SDM is responsible for making sure that the ServiceDesk service is being seamlessly delivered to the Business and Tech organization. The SDM is in charge of a variety of tasks, such as leading rectifying reliability, performance and quality issues, monitoring progress, tracking KPIs, SLAs and XLAs, continuous improvement and on/offboarding of services.Key Responsibilities Manage and continuously improve IT Service Support and Service Delivery processes to meet business needs within ServiceDeskResponsible for successful delivery of a high-quality IT Service Desk to internal and external users. To lead on working with Internal IT and 3rd parties to develop, deliver and transition change into operational supportResponsible for business relationship management and ensuring the Service Desk team achieve service levels to a high quality.Service Management Accountable for high quality service support functions of the IT Service DeskOwnership of Incident, Request and Escalation management within ServiceDesk, ensuring timely response, accurate reporting and establishing service improvement activities when required Take ownership of major incidents reported via ServiceDesk, ensuring coordination of resolving parties and effective communication to stakeholdersEscalation point for business and ServiceDeskMonitor, control and support service delivery, ensuring systems, methodologies and procedures are in place, maintained and followedAccountable for the quality of service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans Own and maintain the IT disaster recovery plan(s) for continuation of key services within the ServiceDesk and self-service.Create and manage Continuous improvement and transformation plans for Shift-left (L1 and L0) in cooperation with IT teamsReduce manual ServiceDesk activities via automated and AI Manage and drive onboarding & offboarding of new servicesResponsible for internal and third-party service reviews, covering performance, service improvements, quality and processesCreation of standard operating procedures for key service delivery functions and Shift left, as well as regular review & improvement of existing standard operating procedures Performance and Quality Manage and cultivate a high-performing team, investing the time to ensure efficient team utilization and productivity Collaborate with internal and third-party teams to ensure actions are taken and completed to protect and improve services Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgradesProvide regular and accurate management reporting on IT Service Desk Delivery performance Effectively recruit, manage, coach, develop and mentor the Service Desk team, Act as the champion for IT, working across the business to provide effective communication on IT matters. Key Behaviours Leadership/Direction Demonstrable leadership and gain the respect of all key stakeholder both business and technical throughout the Dufry organisation. Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgradesAbility to set, agree and monitor progress on objectives.Manage risks and issues, and escalate where required.Able to set and follow company policies for best practice. Work collaboratively with all global, regional and local Tech and Business teams.Business focus Understand business requirements and priorities and ensure that services are designed to meet these.Taking into account the needs and perception of customers and provide proactive feedback.Develop and maintain productive and professional relationships with Business. Result orientated Develop and monitor realistic plan to meet objectives. Tenacious and delivery focused approach. Continually seeks to make the area in which they work more efficient and effective. Effective Communication skills Excellent written and oral English skillsClear and concise. Able to articulate technical issues to business managers and technical guidelines to End Users.Keeps manager informed of progress and key risks and issues on a regular basis.Form productive relationships with vendors and the business.Seeks opportunities for self-development Ensures their skills and knowledge are continuously updated.Welcomes opportunities to learn.