IT Service Delivery Manager
ZF Group
full-time
Posted on:
Location Type: Hybrid
Location: Kecskemet • 🇭🇺 Hungary
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ITSM
About the role
- Manage and coordinate the delivery of IT services to ensure they meet the expectations and needs of our customers
- Define and evolve the global support model, including SLAs/OLAs, hours of coverage, and escalation protocols
- Handle major incidents and related problem management through thorough analysis and effective resolution strategies
- Enhance service communication channels between IT and the business
- Monitor and report in collaboration with outsourced providers on the performance of IT services and taking action to correct any deviations from service standards
- Partner with the Service Desk Manager to ensure scalability, resilience, and user-centric design
- Evaluate and implement tools and technologies to support a follow-the-sun model, including automation, self-healing, and ITSM platforms
- Balance global standardisation with regional flexibility to address cultural and operational differences
- Coordinate with the IT department and customers to ensure IT projects are transitioned successfully into support
- Identify areas for improvement and implement strategies to increase the efficiency and effectiveness of IT services
- Oversee the resolution of customer complaints and issues relating to IT services
- Ensure all IT services comply with relevant laws, regulations, and company policies
- Manage relationships with vendors and suppliers and negotiating support contracts for IT services
Requirements
- Extensive experience in IT Service Management (ITSM), with a strong focus on Major Incident and Problem Management
- Proven track record of managing and resolving critical IT incidents efficiently and effectively in a high pressure, time sensitive environment
- Strong ability to drive continuous improvement initiatives
- Excellent communication and stakeholder management abilities, ensuring clear and effective collaboration with cross-functional teams
- In-depth knowledge of ITIL framework and best practices, with relevant certifications being highly desirable
- Working proficiency in English is required, additional foreign language is beneficial.
Benefits
- Stable company background and long-term working possibility
- Full of challenges and high-level professional activities at a German company
- Participation in international projects
- Competitive salary and performance-related bonus
- Cafeteria with optional elements
- Hybrid work schedule
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT Service ManagementMajor Incident ManagementProblem ManagementContinuous ImprovementITIL
Soft skills
communicationstakeholder managementcollaborationanalytical skillsproblem-solving
Certifications
ITIL certification