IT - Delivery Manager Application Services

6 maanden geleden

Veldhoven, Nederland ASML Voltijd

**Job Mission**

This is a key-role in the support organization of IT. He or she independently functions as the IT Service Owner bridging the demand of the business for IT Services and on the other hand the delivery of the IT activity as agreed upon contract with IT Service Providers.

The Delivery Manager is shaping efficient structures and processes in a high performing organization with business stakeholders, IT and Service Providers to achieve operational excellence. Assuring the availability, performance and security of IT business services, conform SLA from inception to retirement.

**Responsibilities of the delivery manager**
- Is responsible for all IT managed services which are delivered to the Manufacturing business sector, with focus on service operations.
- Align and partner with the Agile Release Trains (ART’s) that operate in Manufacturing business sector.
- Build strong relationship network and manage stakeholders cross IT and business.
- Drives the IT-business relationship management & understands business priorities and expectations.
- Manage and liaises the relationship with the business (Information Officers, Business Process Owners, Key User Organization) to channel the demand (also hosting) towards the Service Providers.
- Service portfolio management:

- Accept new and changed IT services delivered by ART’s.
- Provide insight on the overall performance of the service delivered.
- Develop a (long term) roadmap for the services together with, and advice the business in order to contribute to the business roadmap.
- Defining and managing service levels targets and ensuring services are delivered and improved in line with agreed targets and expectations.
- Usage management for IT services
- Lifecycle management for IT service (ownership)
- Ensure proper deployment of ASML policies towards the IT standards to provide consistent and compliant use of IT
- Managing dependencies and expectations from multiple suppliers and integrating to provide a single business-facing IT service.
- Ensure E-2-E service management by Service Providers
- Provide an escalation and arbitration level for service issues and service integration issues for the services in scope

**Tasks (not extensive)**:

- Chair the business service performance review on a monthly basis.
- Create and maintain service roadmap during entire life cycle of service, incl SLA review.
- Contribute in commercial contract management of contracts, suppliers and delivery models.
- Takes part with the ART’s in service operations advisory and transition board.
- Controls and manages per service the financial budget and initiate cost saving improvements.
- Functional manage (regie) the service manager of the External Service Provider.

**Empowered**:

- Empowered to make decisions within the provided budget related to a service.
- Empowered to make decisions regarding service improvements and quality within agreed boundaries.
- Empowered to approve emergency changes for the associated service.
- In case of escalation (not limited to Priority 2 incidents) to act upon End-2-End ownership cross delivery teams (fix first, settle later).

**Education and experience**
- Master level or equivalent combination of education and experience.
- 10+ years of experience in relevant business and/or IT roles and at least 7 years of experience as a delivery or service manager (of equivalent) on senior level
- Thorough understanding and practical experience with:

- Proven experience of service strategy.
- Designing and implementing Service Integration and Management solutions.
- Content of contracts, master service agreements, governance schedules, price schedules, terms and conditions.
- Strong knowledge of risk and control frameworks like SoX, CobIT, ISO and financial processes like Forecast, Budget and Charge-out regime.
- ITIL Service Management processes.
- Strong customer focus and customer facing skills.
- Excellent relationship and stakeholder manager since many of the underpinning services are developed and delivered by other departments (cross IT and business)
- Taking and driving end2end ownership.

**Diversity and inclusion**:
ASML is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that diversity and inclusion is a driving force in the success of our company.

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