IT Delivery Manager - Zendesk
Vorwerk Services GmbH provides IT services for the Vorwerk Group. The Vorwerk Group, which is still a family-owned company, is one of the largest direct sales companies worldwide. Vorwerk's core business is the production and sale of innovative premium household appliances. The portfolio also consists of commercial cleaning, financing solutions as well as a venture capital company. Today, the globally active Vorwerk Group has around 11,000 employees in over 60 countries.
Main Accountabilities and Activities
•Take end-to-end responsibility for IT delivery (responsibility for the entire life cycle) of moderately complex IT services within an IT product, including development, deployment and operations
•Manage service operations with stakeholders considering existing capacities.
•Ensure timely and sufficient consideration of IT delivery aspects in projects that impact service operations.
•Manage escalations related to service operations
•Ensure stable, high-performing, and efficient service operations at competitive costs.
•Manage the IT service lifecycle in alignment with the IT Product Owner considering the overall IT portfolio and the respective domain portfolio
•Coordinate all activities related to managing daily business interactions with various service providers and internal stakeholders, while taking responsibility for overseeing the associated service request catalog
•Manage service delivery relationships with all partners, based on Service Level Agreements (SLAs) and relevant reporting
•Validate and monitor ongoing IT service operation costs; contribute to planning and aligning future budgets for both operations and projects
•Identify improvement potentials with the development team and support their realization
Know – How and Competencies
•Successfully completed studies at a university of applied sciences (min. Bachelor's degree) in IT or equivalent qualification
•More than one year of proven experience in IT service delivery management – ideally in managing Zendesk or SAP CRM applications or generally in the Customer Service context
•Good knowledge of IT service management frameworks (e.g., ITIL, CobiT); ideally certified in ITIL Foundation and relevant intermediate modules (e.g., Service Operation, Service Transition)
•Basic knowledge of project management & agile development methodologies
•Experience in managing external service providers
•Strong problem-solving and analytical thinking skills
•Fluent business English, both written and spoken
•Strong team player with experience in lateral leadership and cross-functional collaboration
•Intercultural competence and experience working in international environments
•Preparing and leading deployment activities on testing and production environments
