The Role Summary: A Service Delivery Manager acts as the voice of the customer within technology while in parallel being responsible for ensuring that service operations and production services across our technology estate are delivered at least to contracted agreements, whilst ensuring that a continual service improvement approach is followed and leads to positive, customer-centric outcomes. Partnering closely with other Service Delivery Managers and other members of the O&PS team, and with our off-shore delivery partner Infosys, the Senior Service Delivery Manager will be responsible for delivering a holistic service to our consumers, to tailor customer-centric solutions based on a deep understanding of outcomes, driving efficiency, and focusing on continual improvement. Key Role Accountabilities: 1. Business Relationship Management - Be the go-to point of contact for regional function and market stakeholders for any operational IT service-related issues - Arrange and run BRM meets with regional stakeholders on a regular basis in order to build effective and trusting relationships with the stakeholders - Capture, coordinate and track the remediation of issues raised by the region (based on impact priority, using agile approaches) - Measure and report service performance trends related to the region (inward to the region - and outward to technology stakeholders), using Power BI and ServiceNow reporting as informational sources, with a goal of using the trends to identify improvements and subsequently coordinating these - Manage the service communication strategy for the region to ensure awareness of improvements being made, which resolve known regional issues 2. Operational Service Management - Be operationally accountable for Major Incident Management and for Operational Support ('Run') services in time zone - Provide regional/in-time zone leadership for the operation of services which are used by regional stakeholder groups as a local escalation point - Actively lead the remediation of any Major Incidents which occur in-time zone 3. Project & Program Management - Be the lead coordinator of 'mini-projects' related to regionally impacting issues and/or for major improvement initiatives - Exceptional project and program management experience, with the ability to lead and govern the inception and lifecycle of a project through all its phases - Own and report status of the 'mini-projects' and major improvement initiatives using PMI standard tools, e.g., Jira, SN reporting, iObeya 4. Vendor & Financial Management - Be accountable for managing the performance of the key operational support vendor(s) - Establish and lead regular (e.g.,) monthly governance meets to measure vendor performance against SLA/KPI - Build a partnership with the key vendor engagements, by understanding the vendor success factors and seeking to enable a 'win-win' approach, while ensuring that PMI's target outcomes are fully understood by the vendors and are integrated in the contract - Manage vendor cost performance, by reviewing periodic spend against budget, seeking to deliver efficiencies where possible and minimize additional costs associated with new demand by utilizing capacity effectively through cross-training and driving automation Essential Skills & Experience: - Communication & Interpersonal skills - must be a clear & concise communicator including good listening skills - in order to obtain and share a clear understanding of issue statuses - Broad technology awareness - must be able to understand the technology issues from across the Infrastructure and Application stacks and to be able to propose appropriate technology solutions to issues including continuous improvement and automation solutions - Business Technology experience - should have experience working in a front-end consumer-facing, or similar technology role, ideally within an FMCG or similar fast-paced environment Desirable Personal Characteristics: - Resilience - to maintain a positive outlook in the face of negative feedback and difficulties - Creativity - seeks new and innovative ways to solve challenges faced - Proactivity - a self-starter who seeks opportunities to add value - Curiousness - data led, someone who will make decisions based on an understanding of the data - Financially savvy - able to talk about issues in financial (as well as other business impact) terms What We Offer: Our success depends on our people coming to work every single day with a customer-centric mindset, a sense of purpose and an appetite for progress. Join PMI and you too can: - Seize the freedom to define your future and ours. We'll empower you to take risks, experiment and explore and will offer you the opportunity to progress your career as you choose. - Be part of an inclusive, diverse culture, where everyone's contribution is respected; collaborate with some of the world's best people and feel like you belong. - Pursue your ambitions and develop your skill
