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IT Delivery Manager

Job Purpose

End-to-end responsibility for the IT delivery (responsibility for the entire life cycle) of several IT services within an IT product, including development and operations. Plan, manage, and control the delivery of IT services to internal or external customers. The role holder is responsible for development in service-related projects, including a sufficient hand over from development to operations.

The role works closely with the IT Product Owner to ensure seamless support and continuous improvement of IT services throughout their lifecycle.

 

Main Responsibilities

Support for the entire life cycle of several IT services from development to commissioning, operation and decommissioning.

1. Governance, Strategy & Compliance: Assist IT Vendor Management and IT Product Owner in evaluating, selecting, steering, and creating SLAs for external or internal partners or vendors.

2. Service-Delivery Development: Responsibility for all activities in connection with the introduction of new or modified IT services if necessary under the guidance of the IT Consultants or IT Project Managers and in cooperation with business partners and IT providers.

  • Ensuring that IT delivery is considered in time and activity planning, vendor selection, solution selection for service-related projects.
  • Ensuring the documentation of a new or adapted IT service for the knowledge management process for all support levels (L0 = User, L1= Service, L2= Technical Support).
  • Setting up the operational processes for the new or adapted IT service.
  • According to the specifications of the IT Product Owners and in coordination with the IT Chapter IT-Service & Operations Management: Define and update the metrics to determine the service quality in IT operations and set up the reporting on service quality. 

3. Service-Delivery-Operations: Coordination of all activities to manage the daily business relationships with various service providers and internal stakeholders and responsibility for the management of the relevant service request catalog.

  • Responsible for the operation of one or more IT services in terms of performance indicators, availability, security, etc. This includes the management of relevant events, esp. Incidents, Request Fulfillment, Problems and Access Management in coordination with the relevant stakeholders.
  • Support (= Consulting - IT Product & Service Span) in optimizing one or more processes in Service Design, Transition or Operations (e.g. Incident Management or Service Request Fulfillment) in coordination with the IT Service & Operations Management Chapter & in collaboration with the Agile Masters.
  • Continuous improvement of IT services including proactive analysis of ongoing incidents.
  • Validate and control the running costs associated with IT service operations, assist IT Product Owners in planning and aligning future budgets for services in responsibility.
  • Monitoring of continuous service provision based on SLA and KPIs.

 

Expertise and Competencies

  • Good understanding of "IT Service Management    Frameworks" (e.g. ITIL, Cobit).
  • Fundamental knowledge of IT Project Management Methods.
  • Experience in managing suppliers.
  • English: Fluent in spoken and written.
  • Ability to communicate openly and clearly with business partners, external service providers and internal organization
  • Teamwork.
  • Independent way of working.
  • Intercultural competence.
  • Analytical and structured approach to work and the ability to explain and discuss complex issues logically and simply.
  • Typical profile/training qualification.
  • Bachelor's degree or completed training as an IT specialist or similar with relevant professional experience and further education or comparable qualification.
  • At least 4 years of experience in IT service management in the respective service areas.