Information Technology Delivery Manager in EUROPEAN UNION

For one of my customer we are looking for a IT Delivery manager with strong expertise in ITSM.

Location: Europe(100% remote)

Duration: 6+ months renewable

Description:

The IT Digital Enterprise Solutions (DES) Delivery Manager will assist the DES functional teams in setting up and implementing governance and processes with internal cross functional teams and external support providers to secure the optimal delivery of Finance, HR & Procurement IT services.

Deliverables:

1. Quality of services: Monitor service performance metrics, KPI/SLA/XLA, manage Service Improvement plans...
2. Incident Management: Major Incident Management, Root Cause Analysis, handling of escalations...
3. Continuous Improvement: Identify areas for improvement in processes, tools, operating procedures and driving enhancements.
4. Service Catalog management: Maintain & refresh catalog, optimize underlying processes...
5. Documentation: Develop, maintain, and update IT service documentation, operational procedures and knowledge bases
6. Communication: Act as a liaison between the DES teams and business stakeholders, facilitating clear and effective communication
7. Collaboration: Work effectively with other service delivery managers in the team, create Community of Practice, drive process streamlining & harmonization and the sharing of best practices across the DES organization

Skills:

• Strong analytical and problem-solving skills, with the ability to analyze complex data and identify trends.
• Excellent oral and written communication skills, including the ability to explain technology solutions in business terms
• Familiarity with the BMC Helix tool
• Strong interpersonal skills, with the ability to work effectively in an international matrixed environment.
• In-depth understanding of IT Service Management (ITSM) principles and ITIL framework.
• Agile or other project management methodologies experience is a plus.