Service Delivery Manager

Work Location: Remote- Canada Description:As a service manager/service delivery manager you are accountable for the management, governance, and continuous improvement of the respective IT Service(s), putting the consumer needs in the center of your doing and ensuring processes, resources and KPIs are in place to meet the service commitments.Key responsibilities• Identifying and engaging stakeholders in their service area. Works closely with them understanding their needs and proposing solutions to their demands with the ability to forecast future demands.• Ensures services are described and published in terms consumers can understand, easily find, and consume. Measuring its consumption in terms of UX.• Strive and promote Continuous Service Improvement• Initiate and analyze changes on current service specifications, forecast and future demand• Accountable for service quality, efficiency, effectiveness and consumer satisfaction with the running of the service.• Accountable for implementing Service lifecycle strategy according to product roadmap.• Defines service runs in compliance with service metrics relevant to the consumer, identifies new ones and design the methods to measure them.• Define appropriate continuity plans and ensure they are in place for the service. Evolve and improve those continuity plans.• Accountable for delivery against the metrics, pursuing service targets, due dates and quality standards• Engage and influence vendor relationships to ensure external operation meets the agreed service metrics and identify new opportunities.• Reviews vendor relationships for external operation and lead the service transitions, internally or to a new vendor• Identifies and aligns with the product team potential new sourcing models appropriate for the services, such as co-sourcing or end-to-end sourcing.• Ensures that incidents are handled to get the users up-and-running quickly, meeting their business objectives. Identifies and implements process improvements.• Ensure that changes are managed according to the appropriate process and quality.• Identifies operational requirements and problems, and raises them to the product teams for prioritization in the backlog.• Negotiates for adequate prioritization of operational needs as appropriate.• Handles several high profile escalations related to the operation of the services.• Actively reduces the number of escalations and incidents defining and implementing operational improvements• Invoicing and billing control• Be familiar and ensure compliance with local HR, procurement, security and legal processes.• Seek for optimization opportunities, incorporate Roche sourcing strategy, and cooperate with sourcing managers to find best-suited delivery models• Play a leader role in service benchmarking, RfP process, transition or setting up new service with different suppliers working with procurement and vendor management• Encourage/lead the implementation of SAFe, DevOps maturity assessment and automation opportunities• Be a role model for other team members. Promote proactiveness, speak-up and be open-minded.Knowledge / Competencies• Ability to influence and ensure efficient and effective delivery of operational plans• Knowledge on customer service standards and ITSM processes• Knowledge and experience defining and controlling SLAs, KPIs and contract management• Significant experience working with virtual teams in a cross-functional organization.• Demonstrates customer, quality, cost, and delivery focus• Advanced analytical, problem-solving and decision making skills• Interpersonal skills to interact and communicate effectively including Conflict Management