Ciber is a global IT consulting company delivering services all over the world. The office located in Poznań is the first branch and Ciber's main Competence Centre in the Central Europe. Our local Shared Service Center in Poznan provides services worldwide in area of: IT, Finance and Accounting as well as Recruitment.
By joining Ciber, you can turn your innovative ideas into world class solutions for some of the world's most dynamic companies. With global reach and deep technical experience, Ciber is big enough to keep you working with household names, but small enough for you to stand out and advance.
Service Delivery Manager has to oversee and take accountability for all service delivery processes of the Information Technology Information Library (ITIL) - (Incident, Problem, Change, Service Level, Asset, Configuration and Knowledge) processes. Service managers at Ciber are instrumental in the development of service strategy and are responsible for the design, communication and enforcement of these processes. Key role areas are:
- Implementation of Ciber's processes at clients (general ITIL and CPMM rules – Ciber Project Management Methodology), devices, technology management, shared center services
- Team leadership for the cooperating teams of specialists, shared services analysts, projects, application projects and project management in order to establish and execute the exchange of information about plans, risks, strategy and relevant technology movements
- Participating in presales activities, particularly in estimating of transition strategy and costs
- Coordination and management of services for the customers throughout the entire life cycle in accordance with the agreed service levels
- Coordination of customer projects and takeover of their management
- Building of trusting customer relationship
- Consulting the customers in strategic and business issues
- Accountability for Continuous Improvement Processes used to deliver services
- Management of budgets, contracts, service costs and billing processes
- Participating in the creation, development and improvement of service management processes, such as Incident, Problem, Change and Knowledge Management in order to ensure overall service delivery
- Analyzing contracts signed with clients in terms of agreed services, their qualities an others
- Leading and motivating Service Delivery team(s)
- Being the owner or/and support of the internal procedures related to service management
- Being the owner of the reporting and monitoring processes
- Overseeing the development of Information Technology Service Management (ITSM) processes and ensuring maintenance quality to meet business objectives
- Being a champion and promoting service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services
- Maintaining day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of Service Management issues which arise in connection with ITSM Services
- Reviewing service metrics (Key Performance Indicators) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics
- Coordinating inter-process changes with process owners to ensure alignment of ITSM solutions
- Creating and maintaining the catalog description of existing services offered
- Ensuring appropriate Operation Level Agreement (OLA) and Service Level Agreement (SLA) is in place to support any new services
- Analyzing and reviewing actual service performance against SLAs and OLAs. Provides regular reports on service performance and achievement
- Reviewing SLA and OLA targets and metrics where necessary. Reviews third party Underpinning Contracts where necessary
- Managing the End to End Service Level & Operational Level Agreements introduction across the functional & technical landscapes and monitor adherence and compliance to them
- Participating in Support & Governance Models at a Business Unit Level ensuring the contributions dovetail and support the Corporations Governance models
- Supporting the negotiation and prioritization of business demand, visibility of the pipeline and to enforce consistent messages around setting expectations
- Managerial skills record (at least 3 years) in IT support and/or service delivery environment
- Strong working knowledge of ITIL process framework (ITIL Certificate highly preferred)
- Good German and English skills
- Decision-making ability, reliability and flexibility – able to respond to changing demands and take on additional responsibilities as required
- Strong negotiation, leadership and interpersonal skills
- Ability to prioritize and spread the workload
- Positive drive and enthusiasm with excellent analysis and problem solving skills.
