IT Service Delivery Manager

Company: Hemmersbach Nordamerika
Location: Raleigh
Posted on: May 15, 2022

Job Description:

IT Service Delivery ManagerBe part of usHemmersbach provides IT infrastructure services in more than 190 countries with 50+ own subsidiaries. We deliver exclusively for the leading companies in the IT industry. As pragmatic problem solvers, we not only enthuse our customers, but also make the world a better place: 20% of our profits go into our Direct Actions Hemmersbach Rhino Force and Hemmersbach Kids' Family. That's why Hemmersbach is The Social Purpose IT Company.Your TasksManage Hemmersbach service delivery on the Hewlett Packard Enterprise project.

• Responsible for providing reactive and proactive and other applications support according to contractual service levels.
• Responsible for deploying projects, new tools and initiatives.
• Responsible for managing operations measured through scorecard performance.
• Manage overall cost of delivery and financial performance of the business by validating and approving overtime and expense requests.
• Create shift schedules for team to reduce overtime.
• Minimize parts write off costs through Supply Chain review, audits and management.
• Ensure Capacity and Capability of the Onsite Services team.
• Increase automation and deployment of remote tools at customer sites.
• Drive non-sales ONE LEAD program with revenue targets for supplemental revenue.
• Maintain Productivity Index for the Onsite Services team. Check for opportunities for CE's to work on other project to keep optimised CE productivity.
• Responsible for customer satisfaction and overall Total Customer Experience (TCE) targets.
• Provide mentoring, coaching, performance management and leadership to team.
• Recruit and support development of direct staff members.
• Establish relationship with customers and other functional managers.
• Responsible for Factory Scorecard performance, Country Crosswind analysis and reporting Organizational Learning incidents and Post Incident Reviews.
• Handle customer escalations by escalating and ensuring resolution. Establishing root cause and fishbone analysis, perform post incident reviews internally and externally.
• Plan, direct, and monitor operational/tactical activities of the Onsite Services team.
• Manage BCP (Business Critical Process) for service delivery in the various regions for project.
• Mitigate business risk on daily operations.
• Create training plans on focused portfolio and solutions for Customer Engineers.Our RequirementsBachelor degree in Computer Science, Management or equivalent
  
  • Determination and personal motivation
  • Ability to work on numerous tasks simultaneously
  • Practical experience in project management, preferable in IT field/ services
  • Fluent English
  • Technical background and experience as IT support
  • ITIL certificateYour BenefitsA highly regarded team member within an exponentially growing international IT companyexciting projects and challenges daily and with autonomy
    Team Spirit: strong team spirit and a great working atmosphere in a friendly team
    Direct and informal communication even at management level
    Career Opportunities: Great possibilities for professional, personal and language training
    Buddy programme to make sure you have an amazing start, a welcome pack included
    A support package that includes: medical coverage, Dental & Vision coverage, Life Insurance, Short & Long Term disability insurance, 401K, PTO.
    A company that is not only continuously commercially successful but also provides a sense of purpose
    Rhino-force.org: Our environmental protection organization protecting one of the most endangered species on this planet.
    Kids-family.org: We take care of children that grow up without their parents in Poland and India. We don't just give them shelters. We turn their shelters into homes.

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