Service Delivery Manager
4 weken geleden
Job Title: Service Delivery Manager
Job Summary:
We are seeking a highly skilled Service Delivery Manager to oversee and improve end-user experiences with services as IT Service Desk, CRE & Facilities Service Desk, People Operations, Finance Operations, Smartphone Support, and IT On-Site Support services. The successful candidate will focus on daily delivery, operational stability, hospitality, and continuous improvement within their designated areas.
Key Responsibilities:
- Ensure that operational teams deliver essential support services to end-users within the defined domain, aligning with agreed budget, performance levels, and expectations.
- Establish and maintain all necessary Service Management processes, Operational Level Agreements, and underpinning contracts to support efficient service delivery.
- Proactive monitoring and reporting on the performance of support services, identifying areas for improvement and implementing quality enhancement processes.
- Collaborate with delivery teams to identify opportunities for optimizing support services, communicating outcomes and recommendations with stakeholders.
- Manage and optimize support operations or contracts with suppliers to ensure cost-effectiveness and service excellence.
- Oversee the management of costs related to support services within the assigned domain, optimizing resource allocation to meet customer specifications and service levels.
- Monitor end-user satisfaction and ensure that support services meet their expectations and requirements.
- Provide clear work instructions to ensure effective support service delivery and establish work schedules as needed.
- Ensure adequate resources are allocated to meet customer specifications and maintain service levels in support operations.
- Contribute to the acceptance of new or adjusted support services from projects, ensuring they meet agreed service levels and comply with security and compliance frameworks.
- Ensure that support services operate in line with the Security & Compliance Framework, organizing appropriate controls and compliance measures.
Requirements:
- Experience in leading small to medium-sized teams.
- Domain knowledge in the various described services is a prerequisite.
- Experience with delivery of products and services is a must.
- Certified in Lean Thinking.
What We Offer:
ASML is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. We recognize that diversity and inclusion is a driving force in the success of our company.
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