Position Summary
The position will cover the Service delivery Management for EMEA first (and then Globally) level datacenters’ services
The responsibility will cover not only the technical aspects of the Datacenter (DC) management, extending the role to the service management, the planning and control of the activities in the DCs
It will include the services management across the BTSS team, with the objectives to enhance the overall service (delivered or perceived) by the organization and clients.
The managerial view will require the measure of the service levels, including the team performances via metrics and KPIs.
Responsibilities
Will cover all the areas defined for the Service Deliver Manager role, with a specific focus to:
- help on leading the service management, KPIs respecting SLAs, measuring and improving them.
- support the definition, implementation and rollout policies and standards at EMEA level in full adherence with global ones
- focus on efficiencies improving the Total Cost of Ownership
- prioritize the continuous improvement approach leading its initiatives in the group at EMEA level
- manage any conflict and prioritization impacting business and resulting in unproductive’ discussions
- support the team lead defining roadmaps for standards, technologies, services belonging to the Tower
- help the global organization, including other Service Delivery Managers and local business
- make sure there that the Service Catalog and CMDB are % accurate
- adopt and apply ITIL best practices
- propose/support/define improvements, increased system reliability and performances
- act as the technical liaison between operations teams, engineers and architects, providing critical operational insight to upcoming implementations and strategies, including validation of ongoing solutions supportability.
- prepared as part of the project’s management the cost/time estimates, forecasts utilization patterns and identifies modifications or upgrades.
- recommend changes/enhancements for improved systems availability, reliability, and performance
- lead when asked the development and implementation of EMEA/Global initiatives.
- Support the budget inputs
- Drive incidents management and escalations from a technical point of view
The Person
Pivotal Experience & Expertise
Scale & Complexity:
Proven ability and comfort, to successfully deliver in an infrastructure with similar complexity with significant scale across multiple technologies, production processes and high technology driven client facing solutions.
Accountability:
Sets enhanced objectives for self and others.
Problem Solving:
Anticipates long-term problem areas and associated risk levels with objective rationale.
Leadership Capabilities
Drive for Results:
Coordinates execution by setting appropriate pace: Evokes ownership and accountability, streamlines process/structure and, reallocates resources quickly and possesses a winning spirit with positive energy.
Culture Fit & Impact
Executional Excellence: Superb attention to detail with the ability to plan effectively for the future.
Resilient/Decisive/Self-Aware: Robust and thick-skinned with excellent self-awareness and ability to manage stress as well as having highly effective listening and decision-making skills.
Other
As reported for the EMEA Service Delivery Manager with these additional aspects:
- a wider experience in Datacenter service management: preferred minimum years’ experience.
- Have worked in global organization with business presence at EMEA level and matrix reporting structures.
- Proven cases of interpreting and improving service management across the entire stages (definition, implementation, measurement)
- skills to leverage wide technology areas and solutions and capabilities to bring them in the field successfully.
- possibility to work during WEs when necessary (not frequent- /each month – few hh not all WE) and to supervision activities done by partners and teams over the WEs (frequent)
- presentation skills and “marketing approach/mindset"
LI-AM