Service Delivery Manager – Digital Workplace (M/F)

As a group we have defined a number of Shared Line of Services (SLS) which deliver services globally across all business units.
The Shared Line of Service (SLS) Digital Workplace (DWP) encompasses the functions of tooling, workplace architecture, workplace services, Microsoft 365, and user adoption.

As our Service Delivery Manager, you will:

• Represent our SLS DWP organization to Major Business Units (MBU’s) as the key point of contact for digital workplace service delivery.
• Ensure high-quality service delivery that aligns with our business expectations and objectives.
• Lead and guide colleagues in a functional manner to optimize service performance and efficiency
• Ensuring that the MBU roadmaps are aligned with the DWP services roadmap to support cohesive service delivery and business objectives

Main responsibilities:

• Business Relationship Management: develop and maintain strong relationships with MBU’s to understand their digital workplace service needs and ensure service delivery alignment.
• Service Quality Assurance: monitor and maintain service quality, consistently meeting or exceeding SLAs and KPIs.
• Service Delivery Leadership: oversee the end-to-end delivery of digital workplace services, implementing best practices in IT service management.
• Stakeholder Communication: collaborate with BU stakeholders to provide regular updates on service performance, address concerns, and gather feedback for ongoing improvement.
• Service Enhancement: identify opportunities for service improvement and drive innovation through collaborative efforts with cross-functional teams.
• Risk Management: Identify and mitigate risks related to service delivery and develop contingency plans to ensure business continuity.
• Performance Metrics: continuously track, analyze, and report on service delivery performance, presenting findings to senior management

Who are we looking for?

• You have a Master degree or equivalent through experience and have more than 5 years of relevant experience as IT Service Delivery Manager by preference in an IT to IT context;
• Demonstrated expertise in IT service management, particularly in digital workplace services.
• Exceptional business relationship management skills with a strong customer-centric focus.
• Relevant certifications such as ITIL are advantageous.
• Strong analytical, problem-solving, and communication skills.
• Experience collaborating with global teams and managing remote service delivery
• You’re skilled in people and stakeholder management.
• You have the ability to understand technical issues and explain them in an easy way.
• you are pro-active and you have a problem-solving mindset
• you are able to work in a fast-paced and very demanding environment
• Fluent in English and French.