IT Service Delivery Manager

About the Team:

We are seeking an experienced IT Service Delivery Manager to join our dynamic team in a coordinating position, managing IT Service processes.  The ideal candidate will have extensive experience in Major Incident and Problem Management, demonstrating a proven track record of effectively managing and resolving critical IT incidents. This role requires a strategic thinker with excellent leadership skills, capable of driving continuous improvement initiatives and ensuring the highest levels of service delivery. The successful candidate will be responsible for overseeing the end-to-end service delivery process, collaborating with cross-functional teams to enhance service performance, and maintaining strong relationships with key stakeholders.

What you can look forward to as IT Service Delivery Manager:

• Manage and coordinate the delivery of IT services to ensure they meet the expectations and needs of our customers.
• Define and evolve the global support model, including SLAs/OLAs, hours of coverage, and escalation protocols.
• Handle major incidents and related problem management through thorough analysis and effective resolution strategies.
• Enhance service communication channels between IT and the business.
• Monitor and report in collaboration with outsourced providers on the performance of IT services and taking action to correct any deviations from service standards.
• Partner with the Service Desk Manager to ensure scalability, resilience, and user-centric design.
• Evaluate and implement tools and technologies to support a follow-the-sun model, including automation, self-healing, and ITSM platforms.
• Balance global standardisation with regional flexibility to address cultural and operational differences.
• Coordinate with the IT department and customers to ensure IT projects are transitioned successfully into support.
• Identify areas for improvement and implement strategies to increase the efficiency and effectiveness of IT services.
• Oversee the resolution of customer complaints and issues relating to IT services.
• Ensure all IT services comply with relevant laws, regulations, and company policies.
• Manage relationships with vendors and suppliers and negotiating support contracts for IT services.

Your profile as IT Service Delivery Manager:

• Extensive experience in IT Service Management (ITSM), with a strong focus on Major Incident and Problem Management.
• Proven track record of managing and resolving critical IT incidents efficiently and effectively in a high pressure, time sensitive environment.
• Strong ability to drive continuous improvement initiatives.
• Excellent communication and stakeholder management abilities, ensuring clear and effective collaboration with cross-functional teams.
• In-depth knowledge of ITIL framework and best practices, with relevant certifications being highly desirable.
• Working proficiency in English is required, additional foreign language is beneficial.

Why you should choose ZF in Kecskemét?

• Stable company background and long-term working possibility
• Full of challenges and high-level professional activities at a German company
• Participation in international projects
• Competitive salary and performance-related bonus
• Cafeteria with optional elements
• Hybrid work schedule