Service Delivery Manager – Global Operation Center
Company Description
| Company Description |
Louis Dreyfus Company is a leading merchant and processor of agricultural goods. Our activities span the entire value chain from farm to fork, across a broad range of business lines, we leverage our global reach and extensive asset network to serve our customers and consumers around the world. Structured as a matrix organization of six geographical regions and ten platforms, Louis Dreyfus Company is active in over 100 countries and employs approximately 18,000 people globally.
Job Description
| Job Description |
Overall Purpose:
The Service Delivery Manager will ensure quality of the delivery for IT support services, at the level of services defined and required, for the expected budget. The key clients are the internal applications, infra, regional and business teams.
Must guarantee service operations and continuous improvement of infrastructure support services.
The role is also responsible to ensure that all deliverables from build teams are ready for Run on a functional, technical and operational execution.
The position is requiring 3+ years of experience in the field of Service delivery management or team leadership. Preference in Cloud and On- Premises Data Center - IT Infrastructure domain.
Focus will be related to Cloud & On-Premises Monitoring of Data Center, Technical and functional infrastructure and application support and levering an Automation in Processes & Operations activities.
Main accountabilities:
Must guarantee service operations and continuous improvement of production/application/ infrastructure services; to reconcile project management, customer satisfaction and contract compliance with an economic reality.
Maintain high performing service support and monitoring functions
Be accountable in time for the quality of support services and performance, in the expected budget
Maintain, coach and develop the staff members of his entrusted team(s); act as escalation point from and toward his team(s)
Drive internal and third-party service review meetings covering performance, service improvements, quality and processes improvement.
Being a key player in the relationship between internal and external stakeholders
Evaluate new automation technologies and best practices, and recommend improvements
Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
Monitor incidents, organize identification of the root cause, coordinate actions to restore services
Ensure the Incident, Change and Problem management process are correctly applied
Coordinate and support monitoring expansion, finetuning and reporting campaigns with other technical or application teams
Work closely with all infrastructure teams to ensure proper monitoring setup
Assist of accuracy and control of inventories in CMDB
Participate to global initiatives to define/improve processes
Design, develop and use in practice KPI(s), SLA(s), OLA(s) and respective dashboards based on business requirements and IT global guidelines; align those with the company/business and industry standards
Proactively drive opportunity for standardization, simplification and improvement of the IT support processes, to increase efficiency within the IT organization to deliver better services.
Make recommendations for support service improvement plans and ensure actions are followed through to completion in a timely manner
Provide regular and accurate management reporting on IT Service performancе
Knowledge and Experience:
Experience
Proven experience in Service Delivery Management in application or infrastructures services domain
Project Management experience
Team management experience
Experience on IT Infrastructure Maintenance Support in a very diverse, global IT landscape
Knowledge of On-premises Datacenter infrastructure technologies (Network, Scripting and Tool automation, Middleware, Storage, Backup, Server Management, etc.)
Knowledge of Cloud Datacenter technologies (preferably Microsoft Azure Cloud)
Experience of managing 3rd parties and 3rd party delivered services
Proven experience in production environments / critical operations
ITIL Foundation certified
Languages:
Fluent English both written and spoken mandatory
Other skills and competencies:
Excellent customer facing/customer service skills
Strong Service oriented attitude
Operations and people management skills
Effective Communication - Excellent communication, analytical and report-writing skills
Excellent leadership and people management skills
Strong commitment and ability to work under pressure
Flexibility, ability to manage a demanding, and changing workload
Able to demonstrate the ability to undertake the above responsibilities
Self-motivation and able to take responsibility
Able to manage and prioritize tasks and time efficiently
Good knowledge on DevOps and Agile
Experience with Global Hybrid IT Infrastructure environments
Availability to work out of business hours when necessary
Flexibility for business travel
Additional Information
| Additional Information |
Additional Information for the job
Diversity & Inclusion
LDC is driven by a set of shared values and high ethical standards, with diversity and inclusion being part of our DNA. LDC is an equal opportunity employer committed to providing a working environment that embraces and values diversity, equity and inclusion.
LDC encourages diversity, supports local communities and environmental initiatives. We encourage people of all backgrounds to apply.
Sustainability
Sustainable value is at the heart of our purpose as a company.
We are passionate about creating fair and sustainable value, both for our business and for other value chain stakeholders: our people, our business partners, the communities we touch and the environment around us
What We Offer
We provide a dynamic and stimulating international environment, which will stretch and develop your abilities and channel your skills and expertise with outstanding career development opportunities in one of the largest and most solid private companies in the world.
Our Benefits
- Competitive salary and benefits
- Private medical insurance
- Life insurance
- Flexible working
- Access to Training and Development
- Food vouchers
- Transportation Allowance
- Sports card with 90/10 coverage
- 25 days annual leave
- Modern office in communicative location
- Fruits days in the office
- Hybrid model of working
Louis Dreyfus Company is a leading merchant and processor of agricultural goods. Our activities span the entire value chain from farm to fork, across a broad range of business lines, we leverage our global reach and extensive asset network to serve our customers and consumers around the world. Structured as a matrix organization of six geographical regions and ten platforms, Louis Dreyfus Company is active in over 100 countries and employs approximately 18,000 people globally.
Overall Purpose:
The Service Delivery Manager will ensure quality of the delivery for IT support services, at the level of services defined and required, for the expected budget. The key clients are the internal applications, infra, regional and business teams.
Must guarantee service operations and continuous improvement of infrastructure support services.
The role is also responsible to ensure that all deliverables from build teams are ready for Run on a functional, technical and operational execution.
The position is requiring 3+ years of experience in the field of Service delivery management or team leadership. Preference in Cloud and On- Premises Data Center - IT Infrastructure domain.
Focus will be related to Cloud & On-Premises Monitoring of Data Center, Technical and functional infrastructure and application support and levering an Automation in Processes & Operations activities.
Main accountabilities:
Must guarantee service operations and continuous improvement of production/application/ infrastructure services; to reconcile project management, customer satisfaction and contract compliance with an economic reality.
Maintain high performing service support and monitoring functions
Be accountable in time for the quality of support services and performance, in the expected budget
Maintain, coach and develop the staff members of his entrusted team(s); act as escalation point from and toward his team(s)
Drive internal and third-party service review meetings covering performance, service improvements, quality and processes improvement.
Being a key player in the relationship between internal and external stakeholders
Evaluate new automation technologies and best practices, and recommend improvements
Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
Monitor incidents, organize identification of the root cause, coordinate actions to restore services
Ensure the Incident, Change and Problem management process are correctly applied
Coordinate and support monitoring expansion, finetuning and reporting campaigns with other technical or application teams
Work closely with all infrastructure teams to ensure proper monitoring setup
Assist of accuracy and control of inventories in CMDB
Participate to global initiatives to define/improve processes
Design, develop and use in practice KPI(s), SLA(s), OLA(s) and respective dashboards based on business requirements and IT global guidelines; align those with the company/business and industry standards
Proactively drive opportunity for standardization, simplification and improvement of the IT support processes, to increase efficiency within the IT organization to deliver better services.
Make recommendations for support service improvement plans and ensure actions are followed through to completion in a timely manner
Provide regular and accurate management reporting on IT Service performancе
Knowledge and Experience:
Experience
Proven experience in Service Delivery Management in application or infrastructures services domain
Project Management experience
Team management experience
Experience on IT Infrastructure Maintenance Support in a very diverse, global IT landscape
Knowledge of On-premises Datacenter infrastructure technologies (Network, Scripting and Tool automation, Middleware, Storage, Backup, Server Management, etc.)
Knowledge of Cloud Datacenter technologies (preferably Microsoft Azure Cloud)
Experience of managing 3rd parties and 3rd party delivered services
Proven experience in production environments / critical operations
ITIL Foundation certified
Languages:
Fluent English both written and spoken mandatory
Other skills and competencies:
Excellent customer facing/customer service skills
Strong Service oriented attitude
Operations and people management skills
Effective Communication - Excellent communication, analytical and report-writing skills
Excellent leadership and people management skills
Strong commitment and ability to work under pressure
Flexibility, ability to manage a demanding, and changing workload
Able to demonstrate the ability to undertake the above responsibilities
Self-motivation and able to take responsibility
Able to manage and prioritize tasks and time efficiently
Good knowledge on DevOps and Agile
Experience with Global Hybrid IT Infrastructure environments
Availability to work out of business hours when necessary
Flexibility for business travel
Additional Information for the job
Diversity & Inclusion
LDC is driven by a set of shared values and high ethical standards, with diversity and inclusion being part of our DNA. LDC is an equal opportunity employer committed to providing a working environment that embraces and values diversity, equity and inclusion.
LDC encourages diversity, supports local communities and environmental initiatives. We encourage people of all backgrounds to apply.
Sustainability
Sustainable value is at the heart of our purpose as a company.
We are passionate about creating fair and sustainable value, both for our business and for other value chain stakeholders: our people, our business partners, the communities we touch and the environment around us
What We Offer
We provide a dynamic and stimulating international environment, which will stretch and develop your abilities and channel your skills and expertise with outstanding career development opportunities in one of the largest and most solid private companies in the world.
Our Benefits
- Competitive salary and benefits
- Private medical insurance
- Life insurance
- Flexible working
- Access to Training and Development
- Food vouchers
- Transportation Allowance
- Sports card with 90/10 coverage
- 25 days annual leave
- Modern office in communicative location
- Fruits days in the office
- Hybrid model of working