Service Delivery Manager Traveller

Vor 3 Tagen

Wien, Österreich Global Blue Vollzeit

**OVERVIEW**
**As the holder of this position, you will**:
Lead and manage team of Support Engineers Negotiate and set Service Level Agreements with the business stakeholders Be accountable for the operations of all Traveller related products and oversee operational activities Measure and improve the end-to-end performance of the Traveller services against agreed Service Level Agreements and business targets Maintain a strong relationship with the business owners (customers) and the Application support teams (delivery) with regular service review meetings Plan and execute a CIP (Continuous Improvement Plan) Represent Operations in requirements capture and definition of products

This position is a stakeholder facing position. It requires that you manage expectations within the business and ensure IT teams to achieve those expectations to a high standard.

**RESPONSIBILITIES**
- Financial Controlling of Traveller related budget
- Assessment and management of 3rd party vendors that are vital to the services
- Oversee and ensure operational awareness for related products
- Coordinate resolution on major incidents and Lead from time-to-time taskforces to get severe bugs eliminated swiftly.
- Represent operations in Requirements Definition and Capture - ensuring that operational considerations are included in product design
- Initiating and driving problem management activities to permanently remove incident root causes end-to-end
- Hold regular service review meetings with business stakeholders, engineering, and product
- Reporting on identified risks and CIP to senior management level regularly
- Agree and set process and guidelines for the operational aspects of release management
- Act as the main link business, engineering and operations for the sharing of technical knowledge

**REQUIREMENTS**

**Education and experience**:

- At least BSc. Degree in IT or computer science or several years of proven experience as technology lead or manager
- Min. 3 years of working experience as a Business Analyst / System Analyst / Senior Systems Engineer, ideally
- in a transaction processing or financial services environment
- modelling based on UML and BPML with a modelling tool
- Experience in working with distributed teams in a global, multicultural environment
- Good understanding of heterogeneous IT environments, including up-to-date technologies such as SOA, containers, cloud services
- Good understanding of modern Web Services architectures and blueprints
- Experience with analytical tools (SAS, Splunk, Excel etc.)
- Scripting skills (SQL, PowerShell, awk, rex etc.)
- Excellent communication skills in English (both oral and written)
- ITIL certification is a plus

**Personal qualifications**:

- Strong analytical skills
- Detail oriented
- Strong organizational skills and the ability to prioritize
- Solid project management skills
- Good presentation and negotiation skills
- Customer focus
- Good client-facing s kills, inquisitive and engaging personality
- Self-motivated personality
- Capability to deal with uncertainty in agile and frequent changing set-ups

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