Delivery Manager Access and Unified communication Services (AUS) bij
A wide-ranging opportunity to drive and implement end-to-end and customer-focused IM services improvements across a leading global organization
AkzoNobel creates everyday essentials to make people’s lives more liveable and inspiring. As a leading global paints and coatings company, we supply essential ingredients, essential protection and essential color to industries and consumers worldwide.
Our Global Business Services (GBS) IM Services organization is responsible for the (End-to-End) IT services provided to our internal customers and consumers across the globe. The aim of GBS IM is to simplify, standardize, globalize and automate IM infrastructure processes, almost all sourced to external strategic partners. Many of these processes fall under the category of Access and Unified communication Services (AUS) delivered by preferred suppliers.
Within this context, your role is to drive the operational excellence of infrastructure services in line with customer expectations, budget and service levels. In doing so you work with peers in the global delivery organization Infrastructure Management Services (IMS) within GBS IM to create an outstanding end-to-end customer service experience.
Is this a challenge that matches your profile as a highly analytical and quality-focused IM professional with experience of relevant infrastructure services? Could you manage suppliers at an operational level and relentlessly challenge them to deliver Continuous Improvement in terms of cost savings, acceleration, and efficiencies? Can you work autonomously as you balance the long-term (helicopter view) and short-term implications and details of individual decisions? Above all, can you make a real difference within our dynamic, multinational and multicultural business environment?
If you offer all this and more we invite you to apply for one of three positions as
Delivery Manager Access and Unified communication Services (AUS)
The role and its responsibilities
The Delivery Manager role is based at our regional hub in Arnhem, the Netherlands with a minimal presence of 3 days a week at the office in Arnhem, once in a while you will visit suppliers and other AkzoNobel sites.
Your core task is to take responsibility for the delivery and service management of a set of IM Infrastructure services, and your objective is to maintain and improve user satisfaction with those services. In doing so you will contribute to the operational integrity of AkzoNobel globally through continuous improvement (CI), consistently high service performance, and the evaluation of user and business management feedback.
This requires you to understand, share and embed a customer service mindset within end-to-end services delivery. In order to achieve this you cooperate with the delivery managers of other domains, the responsible domain managers, and the service delivery managers.
You supervise contracts for all governance structures (operational, tactical and strategic) and ensure that all agreements in terms of IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate and aligned for the agreed service level targets (SLA). You also monitor and report on service levels, and you are responsible for the ongoing analysis, documentation, monitoring and reporting of incidents and requests.
This requires you to ensure that work instructions and schedules are in place, and that adequate resources are assigned to ensure end-to-end service delivery that meets customer specifications and service levels. You also perform forecast planning per agreed period including suppliers and you coordinate and check invoices against contracted and delivered services.
At all times you ensure high visibility and appropriate communication to the business and IT support staff, and you drive knowledge management and value extraction within the infrastructure domain.
All of this requires the strong technical knowledge to understand what we can ask from suppliers. It also requires you to keep up with all developments in your field so that you can recognize the potential strategic application and benefit of new and evolving IT solutions/assets. As such you must be able to remain neutral toward technology, vendor and product choices, more interested in results than in personal preferences.
To apply for this position you must possess all the following attributes:
- Master’s degree in Business Management, Computer Science, or Computer Engineering;
- A least 6 years of experience in the IT sector including 2-4 years managing IT services and professionals across diverse geographies and organizational cultures;
- Strong external vendor management experience in an international context;
- Knowledge of the access & communication services IT domain and of best practice solutions in the respective shared solutions space;
- The strong stakeholder management skills necessary to influence both internal and external parties;
- Strong communication interpersonal skills including fluent written and spoken English.
For further information, please contact Ariane Kräutner, Talent Resourcing Partner, +31 (0)88-010 6789, option 2. Only online applications will be accepted, please go to the vacancy section on www.akzonobel.nl/careers, reference 18000054 or use the ‘Apply’ button.
A pre-employment screening may form part of the selection process.
Agency or sales calls are not appreciated
Keywords: Job, Vacancy, Fulltime, Arnhem, Service delivery manager, IT.