Home Page Add to your favorite sites Contact Us Tell A Friend
 
 
 
Job Search
 
Become a Member
 
Log In
 
 
Get latest jobs
Post A Job Job Networking FAQ
  israemploy Jobs in Israel Network  
Latest News  

Job Opportunity: Service Delivery Manager

 
Date   Oct 14
 
Listing No.   IE279218
 
Sector   Hi-Tech, Technology & IT
 
Region   Work from Home
 
City/Yishuv   Work from Home
 
 
Service Delivery Manager
 
Responsibilities:

• Service Design, Implementation & Testing
• Service Take-On
• Service Stabilization or Hyper Care
• Operational Service Management
• Customer Relationship Management
• Contract Management
• AWS Cost Management
• Service Level Management
• Service Escalation Management
• Service Automation
• Service Improvement
• DevOps Deployment
• Define and refine the Service Scope based on the Lemongrass Service Catalogue;
• Run process design workshops with customers, capturing core processes in Swimlane Diagrams with a focus on the interaction between Customer and Lemongrass processes;
• Ensure service desk integration between the customer and Lemongrass service desks is designed, implemented, and tested; normally an email workflow-based process would be used;
• Design and work with the team to implement the Lemongrass and AWS Service Management Tools;
• Develop and manage the execution of meaningful Operational Readiness Tests;
• Develop comprehensive Service Delivery reports with a keen eye on what it is that makes this service special for the customer;
• Service Take-On
• Obtain existing Technical Design and Service Documentation, including with regards to any custom and bespoke tooling in use at the customer;
• Develop Customer Induction Packs to enable on-boarding of Lemongrass resources at the start of the Service and ongoing;
• Transition open Service Items from the Incumbent to Lemongrass;
• Define the Lemongrass Skills required, build the team including recruitment of additional resources to fulfill skills requirements;
• On-board the Lemongrass Team, ready for the Start of Service and Service Stabilization;
• Service Stabilization or Hyper Care
• Define criteria as a quality gate for transitioning from Project into Stabilization or Hyper Care support;
• Run Daily and Weekly Stabilization Sessions, ensuring Critical Items are identified and resolved;
• Define criteria as a quality gate for transitioning from Stabilization into BaU support;
• Manage to achieve compliance with the Stable State criteria as fast as reasonably feasible;
• Operational Service Management
• Task and Issue Manage your assigned Service Delivery Team;
• Build an excellent, open, and supportive Team Spirit;
• Ensure Lemongrass Leadership Principles are adhered to;
• Customer Relationship Management
• Build and maintain a critical friend and trusted advisor relationship with key stakeholders at the customer;
• Ensure a good understanding of the customers’ critical business processes and any SAP related process performance and bottlenecks;
• Apply the Lemongrass Leadership Principles in maintaining your relationship with those key stakeholders;
• Contract Management
• Ensure adherence to the contractual terms and scope;
• Drive down (all) cost in a pro-active manner through all possible means;
• Initiate Contract Change Control when and where required;
• AWS Cost Management
• Together with the AWS Financial Controller, ensure reporting of and adherence to established budgets;
• Identify opportunities for Cost Reduction and pro-actively engage with the customer on implementing those opportunities;
• Ensure strong governance and change control on AWS cost and cost drivers;
• Service Level Management
• Ensure Service Levels reflect what is important to the customer; propose and implement additional service levels if that is required to drive value to the customer;
• Ensure adherence to Service Levels; identify and implement areas for improvement;
• Service Escalation Management
• Act as Escalation Manager in the resolution of P1’s and P2’s;
• Write and ensure delivery of Major Incident Reports;
• Service Automation
• Develop and Project Manage the Customer Service Automation Plan;
• Ensure consistent cost reduction through automation;
• Ensure Service Automation Tools are optimized for efficiency;
• Ensure Lemongrass Cloud Platform (LCP) usage is maximized and continuously evolved and improved;
• Service Improvement
• Develop and Project Manage the Customer Service Improvement Plan;
• DevOps Deployment
• Develop and Project Manage deployment of DevOps for the Customer
 
When applying - please mention that you saw the job advertised on Israemploy
 
 
You can apply for this job without the need to log in, register or have membership.

In order to apply for this job you need to contact the employer.
The contact details for your direct application will appear when you click on the "Apply Now" button
     
 
 
REPORT A PROBLEM
Built by Fine Websites