12 days old

IT Service Delivery Manager

Kelly Services
Cordova, TN 38018
**Position title:** IT Service Delivery Manager

**Location:** Memphis, TN or Wroclaw, Poland

**Length of contract:** 6 months

**Years of experience (minimum/maximum):** - Typically has 10 years of IT work experience, with at least 5 years of service and delivery management experience in global and complex environments, Has worked in a regulated business.

**Required education:** - Requires Bachelor's degree in computer science / information technology or equivalent experience

**Licenses/ Certifications** : Training/certification in ITIL, Agile, Project Management preferred

The IT Service Delivery Manager is responsible to deliver solutions and services that measurably improve IT and the business R&D KPIs - while efficiently/effectively leveraging internal and external IT capability.

**The primary success measures are:**

+ **IT Metrics Achievement:** achieve IT metrics and SLAs for delivered solutions and services

+ **Service Delivery:** achieve budget, schedule, and quality objectives for delivered solutions and services. Drives continuous improvement in solution performance, reliability, compliance, and efficiency.

+ St **akeholder Satisfaction:** achieve high stakeholder satisfaction

+ **Landscape Leverage:** attain high leverage of technology assets & continually simplify IT landscape by reducing and consolidating R&D applications.

**Service Management:**

+ Responsible for delivering IT services to R&D throughout the service lifecycle within the agreed service levels. Identify service vendors, establish services and manage vendor performance.

+ Manage and provide visibility on the maintenance of R&D applications availability, reliability, maintainability, outage serviceability & continuity requirements against the cost justified service and operating/service level agreements for the service

+ Plan, direct and coordinate the efforts of suppliers operations teams to manage and maintain BAU service, the provision of the R&D systems

+ Oversee the general health of the live service required to meet business requirements.

+ Oversee implementation of, and adherence to, security standards (security strategy set by Security Architecture).

+ Ensure ongoing architectural integrity of the service throughout its lifecycle.

+ Ensure that all IT Service Management processes, Service Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets.

**Delivery Management:**

+ Plan, Lead and deliver project and enhancement delivery in agile manner.

+ Lead the delivery execution of the R&D projects to achieve scope, schedule, financial, & quality commitments through operating a metrics-based management system, ensuring adherence to principles and standards in the solution lifecycle management process.

+ Collaborate and leverage IT competency centres and shared services

+ Ensure the project success metrics are met.

**Competencies** :

+ Experience in IT delivery and Service management in a large-scale and diverse environment of incident management, escalation procedures and related disciplines

+ Proven record of supporting complex R&D systems such as PLM, CAD, and PDM. In addition simulation software and design transfer software. All preferably in the life science sector.

+ Strong knowledge of ITIL disciplines

+ Experience of managing 3rd parties and 3rd party delivered services

+ Experience in managing IT for multiple sites, in multiple geographic

+ Effective negotiation skills

+ Proficient in building collaborative teams, maintain calm and focus under pressure and instill that ability in others, and be effective communicators

**Preferred** :

+ TOGAF Certified

+ Any of the ITSM Frameworks

+ COBIT Foundation

**General** :

+ Communicates and negotiates effectively in English, both formally and informally.

+ Ability to operate effectively in a global multi-cultural environment and drive harmonization and standardization

+ Analyses, designs, plans, executes and evaluates work to time, cost and quality targets. Analyses needs and advises on scope and options for continuous operational improvement.

+ Demonstrates creativity, innovation and ethical thinking in applying solutions for the benefit of the customer/stakeholder.

+ Maintains an awareness of developments in the industry. Takes initiative to keep skills up to date.

+ Proactively ensures security is appropriately addressed within their area by self and others. Engages or works with security specialists as necessary. Contributes to the security culture of the organization.

**Physical Demands** : Light lifting

**Travel Requirements** : <10%

Thank you.

**Why Kelly** **** **?**

As a worker today, its up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find whats next is what were all about. We know whats going on in the evolving world of workjust ask the nearly 500,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.

**About Kelly** ****

At **Kelly** , were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.



Posted: 2020-11-16 Expires: 2020-12-17

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IT Service Delivery Manager

Kelly Services
Cordova, TN 38018

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