SMO Senior Service Delivery Manager

Hydro Global Business Services (GBS) is an organizational area that operates as an internal service provider for the Hydro group. Its ultimate purpose is to deliver relevant IT, financial and HR business services to all business areas within the company.

Role purpose:

Being responsible for service delivery activities between GBS IT/IS Service Delivery and Hydro Business organizational units focusing primarily to the provided service delivery performance, meeting customer expectations, and driving future demands. Delivers value to GBS IT and to business by professional ownership and management of Critical for rapid resolution with transparent communication towards our IT and Business Leadership. 

As Senior Service Expert the overall responsibility includes the support of IT/IS SD Management to continuously increase the organizational agility and maturity level improvement and extend service coverage towards new fully and/or partially owned Business Areas.

Responsibilities:

ESM Service Delivery Owner

• Representing Enterprise Service Management towards key Business partners
• As SPOC works closely with GBS ESM’s Client Management team for better fulfillment of services contracts
• Collaborate with GBS IT Operation & other Resolver teams to continuously improve the provided services
• Building strong relationships with teams and stakeholders
• Organize and Drive regular Service Review meetings with key Business Partners

Performance and Quality Management

• Taking accountability for service delivery performance, meeting customer expectations, and driving future demands, Understands customer’s service ambitions, key pain points and other special focus areas

Service Delivery Performance measurement and Reporting

• Providing accurate and regular reports to the management
• Tracks UC, OLA and SLA - initiate and implement adjustments
• Follow-up Service performance Deviations with Clients and Resolver Groups 

Continuous Improvement actions

• Maintaining high performance levels for service-related processes, and implementing improvement activities
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization

Critical Situation Management

• Taking ownership of critical incidents
• Senior Escalation Management
• Providing continuous Executive update

Executive Communication

• Own & control overall Service communication
• Initiates improvement for further extend GBS IT Ops’ communication transparency

Support Organizational Transformation & Enhancement

• Collaborating and partnering with the entire GBS IT organization and leadership
• Supports ESM strategy creation and execution to gain Key client satisfaction and engagement

Requirements:

• 10+ Years of work experience in Enterprise Service Management or similar role
• BSc/MSc in computer science, IT, computer engineering or related fields, or equivalent experience
• ITIL lifecycle module knowledge (ITIL c3 / ITIL 4)
• Fluency in English
• Strong stakeholder management
• Availability to handle changing priorities
• Experience in project management and change management
• Ability to think creatively and apply strong analytical and problem-solving skills
• Customer oriented through striving to understand business needs and through providing with appropriate solutions
• Relevant experience in customer management, negotiation, and relationship management with vendors
• Outstanding human relations skills, strong leadership capabilities with proficient communication skills
• Working experience in manufacturing industry is a plus

Job location: Szekesfehervar, Hungary

Hydro offers:

• Working at the world’s only fully integrated aluminum and leading renewable energy company
• Diverse, global teams
• Flexible work environment/home office
• We provide you the freedom to be creative and to learn from experts
• Possibility to grow with the company, gain new certificates
• Attractive benefit package

Hydro is heading in a new and exciting direction, and we depend on different perspectives to solve our tasks and meet customer needs. Building on our three core values – Care, Courage and Collaboration – we target a high performing and sustainable work environment based on inclusion of our differences. We encourage all qualified applicants to apply for the position.

Diversity improves our ability to act in accordance with The Hydro Way therefore all applications will be considered with equal suitability.

Please apply online with your CV and optionally a cover letter.