The Service Delivery Manager (SDM) manages for a defined scope of application the operations activities the relation between operations teams and his customer.
As such he integrates all delivery team (subcontractor, internal, ..) to provide a end2end service to our customer.
This role requires:
- Application, within a large projects portfolio, of knowledge, skills, tools and techniques to drive operations project activities to meet Sla and customer requirements.
- Application and integration of ITL processes
- Application of technical skillset & best practices allowing understanding and summarizing address client business problems and/or needs. The solutions can include systems, applications, and process components. They may also involve the application and integration of a broad variety of products, technologies and services, and various architectural styles and domains.
Reporting lines and interactions:
Hierarchically reports to: Service Delivery Operations Manager
Operationally reports to: Service Delivery Operations Manager
Operationally manages: DBA (Non production environments)
Key interactions (covers but not limited to):
Internally: peers in Global IT organization, Functional & Technical Expertise teams, Incident, Change & configuration managers, Specific projects teams, All development teams
Externally: External providers, experts communities
Job
scope:
Within the scope of responsibility of the Datacenter & servers, the Service Delivery Manager is fully accountable for the whole delivery of an application portfolio and all services delivered for this portfolio.
The SDM is one of the main actors of the operations team.
Actor of the end-to-end delivery: listening to clients, understanding their business requirements and issues, and systematically forming incrementally more detailed definitions of the structures of an information technology solution (an architecture), He/she may also be involved during the build, a change of a solution as an advocate for the client and to provide technical leadership and guidance to the engineering team.
Profile:
Work experience: 7+ years
Minimum education level: Master Degree in Computer Science, Information Technology or Computer Engineering
Main
accountabilities:
For his scope the SDM ensures SLA achievement, ERP is stable, operational and performant.
Has operational ownership on the relation between third parties and Customer infrastructure teams and ERP Oracle R12 operation team.
Manages capacity planning according to the Oracle ERP R12 roadmap
Participates to any project involving infrastructure or application evolution
Roles &
Responsibilities
Integrate all delivery provider to deliver an end to end service to our customer
Ensure for ERP EBS R12 availability according to SLA
Ensure regular and proactive communication to ERP R12Team
Ensure incident management and communication for critical incident or major changes
Contributes to weekly meeting with third party (Oracle)
Ensure and check change to deliver expected quality
In addition the Service Delivery manager will guarantee :
CMDB updates
Documentation accuracy
Backup policy approval and implementation
Existence of a capacity planning
Regular DRP tests
…
Ensures and guarantees the consistency, scalability, performance and improvement of all infrastructures and related services delivered through the project lifecycle
Supports the SME (Subject Matters Experts) and engineers for the project’s documentation and deliverables creation and update
Contributes the incident management, problem management and change management committees
Ensures relationship management by creating credibility, building strong and lasting relationship and earning trust by anticipating and understanding specific needs around Oracle e-business suite ERP
Produces documentation and reporting in line with agreed internal
Effectively communicates operations information and delivers engaging, informative, well-organized presentations
Follows up on open items and track issues, captures and manages operations’ risks and dependencies
Leads workshops and investigations to improve platforms Quality of Service and Service Levels
Translates and implement global standards into project’s scope and constraints
Help defining Key Performance Indicators (KPI) ensuring the reporting on concerned perimeter
Ensures and guarantees the consistency, scalability, performance and improvement of all infrastructures and related services delivered by the Infrastructure department
Validates project initiation documentation structuring or impacting the existing architecture and/or the future orientations
Help defining an architecture life-cycle management governance and processes to reduce operational efforts and costs
Leverages audit & inventory data to gain a complete view of the existing infrastructure
Additional
Information:
This position will include the necessity to be proactive in the Datacenter & Servers Organization. It requires strong commitment, the ability to innovate, to create and to convince, through a structured approach.
