We're looking for a talented Global  Service Delivery Manager on behalf of one of our partners acting in the financial services industry. The company has 30+ billions of revenues, presence in 40+ countries, along with corporate customers ranging in the hundreds of thousands.

The company has set up a technology center in Bucharest that coordinates major change programs at infrastructure level - large scale public and private cloud migration, implementation of modern technology, processes to drive a truly global organization.

In your capacity as IT Service Delivery Manager, you'll ensure Service Support and Service Delivery processes are in place, enabling the IT department to deliver top quality services to end users. You'll work with stakeholders across the board to set and manage expectations and keep the team accountable for such high standards.

This role best fits those candidates who feel at ease navigating into large corporate environments, finding their way and dealing with complexity and ambiguity that are inherent around large scale transformation programs.

Your main responsibilities will revolve around the following:

• Owner of the Incident, Request, Change and Esacalation processes, ensuring high level of performance, accurate reporting and service improvement. 

• Manage a distributed team of 8 Incident/Change/Problem Managers that secure back-up and 24x7 coverage for all countries;

• Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders and post incident review;

• Monitor, control and support service delivery, ensuring systems, methodologies and procedures are in place and followed;

• Accountable for the quality of the Service and performance - ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems;

• Work with internal and third party teams to ensure actions are taken and completed to protect and improve services;

• Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure dialogue between departments.

This role is for you if you have:

• A passion for Service Improvement;

• Experienced Service Management professional (ideally ITIL certified);

• Previous experience leading team (direct or vitually) - excellent leadership skills;

• Experience managing 3rd party vendors and 3rd party delivered services;

• Service Management or Support in a large scale and diverse environment of incident management, escalation procedures and related disciplines;

• Solid stakeholder management skills - keen on forging strong relationships with business partners;

• Autonomous personality, proactive and confident decision maker.

• Fluent in English.

Why you should consider this role?

• You'll operate at a global scale, being part of a central infrastructure hub;

• You'll work in a very flexible hybrid model that allows you to use your energy and inspiration at your best (offices located in Eroii Revolutiei);

• Competitive salary & benefits package;

• Budget for learning and certifications.

If you feel you still need to fill some gaps for this position don't give up, let's talk first.

If interested: send your resume to recruitment@itworx.roand we'll reach out to you shortly.

Else: you can refer an interested friend or acquaintance.