Service Delivery Manager Data Warehouse

Vor 7 Tagen

Wien, Österreich GlobalBlue_IT Vollzeit

Nature and aim of the position

The Service Delivery Manager Data Warehouse and Business Intelligence (SDM DWH/BI) is responsible for:

- Controlling the operation and measuring the end-to-end performance of the DWH/BI function against agreed service level agreements
- reduce and resolve any Incidents in the services and create requests for improvement

The holder of the position is responsible for the strategic management of the DWH/BI support team ensuring all objectives of single individuals and managed teams are met and should be able to step in hands on if required.

The key element of the role is to maintain a strong relationship with the other operation support teams as well as with the product management and development team (engineering) plus the business owners of the services (customers).

Main duties and responsibilities

People & Relations
- Lead, manage and mentor the support team of senior support engineers located in different time zones.
- Dealing with customer and vendor relations.
- Motivating, organizing, and encouraging teamwork within the workforce to ensure productivity targets are met.
- Determine the need for training and workforce development.
- Responsible for recruitment, hiring and staffing.
- Responsible for contract management and definition of underlying statement of work (SOW) with 3rd party vendors.
- Ensure performance evaluation and timesheet approval of staff according to GB Technology standards.
- Develop a close working relationship with all other Infrastructure and Operation teams.
- Partner with other GB Technology internal leads (CTO, Quality Assurance, Product Management, Engineering, Enterprise Architecture, IT Security).
- Used to work under pressure in a challenging environment.

Functional Duties:

- Create and drive an ethos of continual service improvement, proactively identifying and implementing improvements as necessary.
- Responsible for ensuring the support team deliver value as a resolver group (including key project delivery responsibilities) and that they operate seamlessly as part of the IT operations domain.
- Definition, implementation and adherence to appropriate measurements and metrics (KPIs, OKRs).
- Implementation and monitoring of appropriate SLAs and/or OLAs to support delivery of service excellence.
- Mentoring and supporting individuals with key process responsibilities.
- Certify and approve product releases for production readiness and define corrective measurements if standards are not met.

Reporting and collaboration

The SDM DWH/BI reports directly to the Head of Service Delivery - Central Services. The position is based in one of the major Global Blue hubs (Vienna, Kuala Lumpur, Portugal).

The holder of the position has currently 3rd party vendors in India and may have internal direct reports in the near future.

The position requires close collaboration within GB Technology to other Managers and has cross functional interactions to other divisions in Global Blue.

Profile and education
- Master or Bachelor's degree in IT or technology related field (or equivalent practical experience).
- Excellent English language skills (oral & written).
- Excellent verbal and written communication, interpersonal and team skills, including the ability to work effectively with multinational contacts (senior management, IT development, project management) and team members.
- Strong analytical, problem-solving and organizational skills.
- Good presentation and negotiation skills.
- Independent, pro-active, goal-oriented, strategic thinking and self-motivating personality.
- High quality standards, accuracy and high risk awareness.
- Work experience within an international/multicultural environment.
- Ability to manage and respond to changes in priorities.
- Experience in project management - rollout of new processes.
- Proven capability of effectively managing and developing high-performing teams.
- Proven ability to work in a matrix organization with teams (desirable: distributed in different time zones).
- Experience of managing 3rd party and service providers including contract management.
- Knowledge of the latest IT trends, best practices, innovations and developments.
- Experience of ITIL as well as Agile methodology.

Specific skills and knowledge
- Minimum of 3+ years as a manager or director of a similar function.
- Experience in defining and documenting SLAs and OLAs.
- The desire to succeed and deliver in a challenging environment through both self and the team.
- Strong understanding of ITIL processes, likely backed up by intermediate qualifications (ideally those associated with delivery of Service Operation / Operational Support).
- Experience of developing and implementing ITIL best practices and service delivery processes with measurable results.
- Ability to manage supplier performance and obligations.
- Experience of service improvement, with the ability to improve and implement any enhancements.
- The ability to identify and under

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