For our customer in Willebroek, Fujitsu is urgently looking for the engagement of an experienced Service Delivery Manager for their innovative DevOps environment.
She/he will steer the performance of the service offered by the MSP by applying a transparent governance model. She/he balances out the demand need versus the available capacity within the financial targets of the company. She/He also ensures that best practices are applied, and process standardization is pursued from demand to deploy phases within the DevOps area.
Delivery
* To oversee DevOps & MSP budget, demand and capacity and to monitor plan versus actuals.
* To define & follow up delivery planning / X-domain resource planning.
* To analyze the time spent of staff (across support, small change, projects), e.g. how much handholding required of the MSP.
* To support DevOps director in financial/budget management.
Quality & Service follow up
* To enforce process discipline (IT, Business and MSP) and to apply a continuous PDCA cycle on the standard practices (from demand to deploy phases).
* To liaise with the Quality Management role (quality of deliverables, quality of code, etc.).
* To review (monthly) the service performance reports, SLA & KPI with the MSP counterpart and IT domain lead.
* To drive continuous improvement from the reviews (e.g. support ticket volumetrics, ageing backlog, problem management, etc.).
People Management: Establishing a high-performance team
* To evaluate his/her members, to provide feedback, coach and to support them with their personal development plan.
* To coach and develop members in order to optimally use their competencies.
* To address skill gaps with MSP provider and to review progress with the Service Delivery Manager of the MSP provider.
* To show by example the One Team spirit with the MSP (Managed Services Provider): coaching, celebrating & rewarding, defending “as One Team” the internal team plus MSP towards all stakeholders.
* To identify organizational risk and issues, identify and propose mitigations and resolutions.
Profile
* University degree (Master) or equivalent by experience.
* Proven history of 5 to 8 years in IT Service Management, SDLC Management, or IT Supplier Management role.
* Experience of working in an international environment and dealing with offshore IT suppliers.
* Emanate charismatic leadership skills, inspiring and motivating teams to achieve their full potential.
* Excellent communication skills in English; Dutch is a plus.
* A real team player with a hands-on approach, a challenger mindset, and an eagerness to learn and lead by example.
* Demonstrate a "One IT" attitude, fostering collaboration and unity across internal and external Business & IT teams.
* Exhibit technical servant leadership capabilities, prioritizing the growth and well-being of the IT community and stakeholders.
* A passion for continuous learning and a drive to earn relevant certifications that enhance your role and contribute to the team's success.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Motor Vehicle Manufacturing
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