Information Technology Service Delivery Manager

Are you a pro-active service delivery manager willing to join an international team within a rapidly growing organisation in document management & control software? Please read further!

Job description

The Service Delivery Manager will be responsible for developing and maintaining strong, positive business relationships with and between internal and external clients to clearly understand business processes and requirements.

One of the key responsibilities of the Service Delivery Manager is to ensure that the right processes are in place and on track for a consistent, effective, cost-efficient service delivery, to ensure a high level of client satisfaction.

Your responsibilities:

Release Management

• Take ownership for coordinating the entire Release Planning from Release Plan to Hypercare phase.
• Develop Release Plans: Define the scope, schedule, and resources required for each release.
• Schedule Releases and manage Release Calendar: Plan the timing and frequency of releases and maintain a year calendar of releases.
• Coordinate and communicate: Collaborate with development, QA, I&S, and other relevant departments to ensure alignment on release objectives and timelines.

Service Management

• Key liaison position between the departments of Software Development and Infra & Security.
• Primary contact person on operational level between Assai service providers (SLA, Reports, incidents and RCA’s).
• Create and optimize internal processes, including development of service improvement plans.

Performance & Quality Management

• Building strong relationships with departments and stakeholders to enable effective cooperation and communication with all relevant parties.
• Ensuring that systems, procedures and methodologies are in place to support service delivery.
• Document interactions in reports for later summary and analysis.

Technical Project Management

• Drive improvements and enhancements in our existing CI/CD pipelines.
• Utilize Kubernetes and Docker for container orchestration and management in AKS.
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
• Maintain relevant documentation and keep it up-to-date.

Knowledge & Experience

• Experience in managing complex projects within a multinational business service environment and delivery against targets.
• Proven experience in software release management in a complex environment.
• Knowledge in ITIL Disciplines.
• Strong knowledge of Kubernetes, Docker, and AKS (Azure Kubernetes Service). Our applications run on Linux.
• Experience with CI/CD tools such as Jenkins and ArgoCD.
• Good understanding and ability to work in a matrix driven cross functional environment.
• Ability to work collaboratively in an agile team environment and communicate effectively with stakeholders.
• Ability to work in a diverse, large-scale (global) environment.
• Proficiency in version control systems (e.g., Git).

Personal skills and competencies

• Excellent negotiation skills, including stakeholder management and respecting personal relationships.
• Ability to persuade and convince stakeholders.
• Strong adaptability and flexibility skills.
• Strong project management skills.
• Excellent problem-solving and troubleshooting skills.
• Excellent communication competencies both written and verbal, in English.
• Detail-oriented with a focus on quality and continuous improvement.
• Self-motivated and pro-active, able to work from own initiative and also able to work as part of a team.
• Strong customer service focus.
• Excellent in prioritization and time-management.

Elevate your career with Assai

Assai offers you an inspiring environment to grow and continue to build the success of the organisation together. Based on your experience you will receive a competitive salary and remuneration package.