Service Delivery Manager – Digital Workplace Management

4 days ago


Warsaw, Czech Republic Falck Digital Technology Poland Sp. z o.o. Full time

Experience:

  • At least 4 years of experience in IT service management in large-scale international environments (SDM or similar delivery role)
  • Excellent communication skills and fluent English
  • Ability to understand and implement new technologies and solutions in large organizations
  • Strong leadership skills within intercultural teams and excellent team player
  • Certified in IT Service Management (at least ITIL Foundation)
  • Strong experience working with outsourcing of IT products/services and technical aspect of running IT operations
  • Experience with IT Vendor Management
  • Experience in working with Service Now is a plus
  • Preferred IT Technical experience within End User services
  • Preferred experience with Agile practices

Skills:

  • Strong working and/or technical knowledge of M365 and its platforms (Admin Portal, Exchange online, SharePoint online, Teams online)
  • Working and/or technical knowledge within on-premise Exchange is a plus
  • Working knowledge within Mobile Device Management (Intune)
  • General understanding of VDI (Citrix, Azure VDI)
  • Technical knowledge about AD (GPO, OU, User attributes, etc.) and Azure AD (roles, administrative units)
  • Microsoft licencing – general knowledge

Education:

  • Bachelor degree in Computer Science or similar

Qualifications/Certifications:

  • Must have: ITIL Foundation
  • Preferred: SC900, MS900, MD100/101

The Service Delivery Manager has the responsibility to control and secure ongoing Operations and Continuous Improvement of our products linked with End User Computing, Modern Workplace and Device Management services for all employees in Falck. The SDM ensures high quality of services across the different products supported by our external Vendors.

Performance indicators for this role include the successful delivery of improvement plans, changes, and initiatives that achieve specific outcomes. These outcomes are focused on reducing the number of tickets for the services in scope, decreasing the lead time of a process or automating it, and improving end user satisfaction.

It is important to us that Falck reflects the diversity that we strive for. Therefore, we encourage all interested parties, regardless of gender, age, religion, sexuality and ethnicity, to apply for the position. 

,[Recurring monitoring of operations through metrics and BI tools (ensure that all contracted services and targeted KPIs and SLAs delivered profitably, met customer expectations, and improvement plans established when needed), Act as Single Point of Contact for key internal and external stakeholders , Address/respond to escalations when services are not running as expected, Improve and optimize IT spending by driving continuous improvements and process optimization initiatives within operational service delivery, Daily cooperation with outsourced delivery teams and managers who support all the products in scope, Close cooperation with Product Owners, Falck internal IT team, ITIL and Supplier mgmt. teams, Acts as an expert on operations and standard delivery model to clients, Build strong feedback loops to strengthen our teams as part of everything we do, Use feedback from the Business to boost continuous improvements actions, Engage and support initiatives to be transitioned to operations, Perform hands on tasks for changes or new initiatives on services in scope when required, Act as the face of the customer to the Service Providers, Responsible for operational Runbooks management as well as high level design documents, Responsible for change requests approval] Requirements: ITIL, M365, Agile, ServiceNow Additionally: Small teams, Flat structure, Private healthcare, Sport subscription, Playroom, Free parking, Free coffee, Bike parking, Shower, Modern office, No dress code, Startup atmosphere.

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