Lead Expert Service Delivery

Treść oferty

For our client, we are seeking a Lead Expert Service Delivery Management who will play a key role in leading and maturing service delivery management capabilities, ensuring reliable, cost‑effective, and business‑aligned service outcomes.

Responsibilities:

• End‑to‑end ownership of assigned service portfolios, ensuring reliable, cost‑effective, compliant delivery with clear performance, risks, costs, and improvement actions.
• Contract & provider governance, covering service scope, SLAs/XLAs/KPIs/OLAs, obligation tracking, reviews, commercial discussions, renewals, amendments, and supplier performance.
• SIAM & multi‑vendor integration, ensuring coordinated delivery, clear accountability, and seamless service integration across internal teams and external providers.
• Stakeholder & provider engagement, maintaining alignment with business priorities, technology teams, and provider leadership.
• Operational coordination & escalations, overseeing service activities, changes, projects, adoption initiatives, and leading escalations with timely decisions and mitigations.
• Service documentation, ensuring accurate descriptions, dependencies, support models, performance targets, and complete operational documentation.
• Financial management, including budgeting, forecasting, cost control, invoice validation, claims, billing, cross‑charging, and cost transparency.
• Continuous improvement, driving quality, automation, innovation, cost efficiency, and applying ITIL/Agile/PM practices.
• Alignment with ITSM/Service Desk, coordinating provider governance, contracts, processes, user support, escalations, reporting, and improvement priorities.
• Compliance & risk control, ensuring adherence to policies, security, audit, and regulatory requirements.

Qualifications:

• Relevant degree and 7–10 years in service delivery, vendor management, service management, or service integration in enterprise environments.
• Strong service delivery expertise across infrastructure, workplace, cloud, connectivity, cybersecurity, and related technology services.
• Contract & commercial management, including scope definition, governance, negotiations, renewals, amendments, and supplier performance.
• SIAM & multi‑provider governance, with understanding of MSP models, accountability management, and service integration.
• Performance governance, including SLA/XLA/KPI/OLA management, service reviews, reporting, data interpretation, and improvement actions.
• Financial & procurement capability, covering budgeting, forecasting, cost control, invoice checks, claims, billing, cross‑charging, and procurement support.
• Risk & escalation management, handling delivery risks, SLA exceptions, and mitigation actions.
• Stakeholder, communication & negotiation skills, with ability to influence in matrix environments and work with senior management.
• Knowledge of ITIL, Agile, project/program management, ITIL certification preferred.
• Understanding of workplace, collaboration, hosting, cloud, connectivity, infrastructure, cybersecurity, service desk, ITSM, and operational dependencies.
• Experience in global environments, including offices, plants, headquarters, and service hubs.
• Analytical skills for interpreting service performance, financial data, risks, and provider delivery.
• Fluent English required; additional languages, for example German, are beneficial.

Benefits:

• Unique opportunity to join a newly established organization at the very beginning of its journey
• Social benefits
• Full-time employment
• Hybrid model of work
• EMEA working hours

Apply now!

W celu złożenia aplikacji prosimy o kliknięcie przycisku „Aplikuj teraz“ i postępowanie zgodnie z instrukcjami. W przypadku wcześniejszych spotkań w firmie Grafton, prosimy o bezpośredni kontakt z konsultantem prowadzącym. Podane stawki wynagrodzeń są stawkami brutto, na podstawie badania wynagrodzeń Grafton Recruitment. Ostateczna wartość wynagrodzenia zależy od stopnia dopasowania kompetencji.