Service Delivery Manager

Service Delivery Manager / Manager Application Support Issuing

NATURE AND AIM OF THE POSITION

As the holder of this position, you will:

- Lead and manage Application Support team (Client Solutions Support)
- Be accountable for the operations of all Issuing related products and oversee operational activities
- Negotiate and set Service Level Agreements with the business stakeholders
- Measure and improve the end-to-end performance of the Issuing 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 - this is key element of this role.
- Plan and execute a CIP (Continuous Improvement Plan)
- Represent Operations in requirements capture and definition of products
- Analyze, identify, monitor, measure and investigate issues related to the value chain of GB’s transactions across systems.
- Troubleshoot, coordinate permanent fixes for transactions not following the predefined business flow, estimate urgency and impact, work closely with Global Blue’s 2nd/ 3rd Level Application Support teams, Business Process team, Product Management and IT Development and Operations department.

RESPONSIBILITIES
- Create, organize methodologies to identify potential technical errors which influence the Global Blue transaction Value chain, maintain structured business requirements documentation
- Drive and perform root cause analysis and financial Impact analysis
- Coordinate incident resolution through 2nd and 3rd Level support
- Lead from time-to-time taskforces to get severe bugs eliminated swiftly.
- Initiate and drive problem management activities to remove incident root causes
- Report on identified risks and CIP to senior management level regularly
- Liaise with business units, customers and suppliers in order to establish and translate business requirements into Functional and Non-functional Requirements
- Proactively cultivate good relationships with Business Units and other stakeholders to ensure flawless and transparent communication channels
- Hold regular service review meetings with business stakeholders, engineering, and product
- Financial Controlling of Issuing related budget

**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 dislocated teams in a global, multicultural environment
- Good understanding of relational database concepts (MS SQL), 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 (Splunk, SAS, 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 skills, inquisitive and engaging personality
- Self-motivated personality
- Capability to deal with uncertainty in agile and frequent changing set-ups

OUR OFFER

As we believe your compensation goes beyond your pay-check, we offer a competitive salary plus yearly bonus, as well as a wide range of other perks and benefits:

- Work in fast-growing international company and industry
- State of the art office environment well connected to the public transportation system and with good infrastructure
- International environment and inspiring colleagues from many different countries (35 nationalities)
- Flexible working time and home office
- Varied, interesting and challenging job
- Lunch vouchers
- Referral Program
- Company doctor
- Employee benefits