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Service Delivery Manager

Företag Vattenfall AB


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Service Delivery Manager

The IT Service Delivery Manager is to ensure that Vattenfall IT service offering to the business is clearly defined/agreed upon and that the delivery of the services by our internal and external suppliers is on par with the definition/agreement. This is to be done both from a common perspective, “product management”, as well as business specific perspective, “account management”. The Competence Area Representative (CAR) is one of four implementations of this role and focuses mainly on the product management area and service delivery management.

The Competence Area Landline Telephony Solutions consist of the full scope of requests from initiation to delivery, both within our own organization as well as through our external suppliers. The CAR is end-to-end responsible from creating the roadmap and conducting continues improvement cycles for their product(s) within the Competence Area(s) to securing the delivery of the service(s) connected to their products from our internal and external suppliers.

As Competence Area Representative (CAR) your main responsibilities are:

  • Manage and measure your (external) suppliers and 3rd Party Vendors via Governance and Service Level Agreements;

  • Define/manage the deliveries and solutions from the Competence Area (including alignment to related service criteria) and cost allocation keys used in the cost build-up model;

  • Secure the delivery according to agreed criteria – short and long term (life-cycle management, capacity and performance)

  • Support service and delivery reviews - provide input to and support execution of Service Roadmap and creating and maintaining your Competence Area Roadmap

Other activities are:

  • Contribute and support in tender related activities, contract prolongations etc

  • Conduct and lead the regular alignment with the internal stakeholders, Solution Architects, Service Management, Service Desk etc

  • Design, implement and conduct continuous improvement cycles for related processes to your competence area

  • Contribute and support in projects related to your competence area

  • Conduct budget reviews on a monthly basis on OPEX/CAPEX costs connected to your area

  • Development of operational policies, procedures and configuration baselines to support the ISMS implementation connected to your Competence area.

  • Monitor and follow up the daily operations within your competence area

Your profile

Among your personal qualifications you have an internal capacity to move things forward, are easy to cooperate with and have good communication skills. Furthermore you recognize yourself in the following profile: 

  • We only consider candidates who already live and work in a EU-country

  • At least three years of experience in IT and general knowledge of the current IT Enterprise Telecommunications Technology

  • Proven experience in fixed land line telephony and/or MS Teams based fixed telephony service delivery

  • Experience in operating or managing enterprise telephony for large organizations

  • Knowledge in hybrid fixed telephony service delivery based on VoIP, MS Teams or similar

  • Experience with high availability service delivery like internal or external call centers in a large enterprise

  • Familiarity with critical service delivery like industrial plants is considered to be a plus

  • Experience of shaping, delivering and improving service design, transition and delivery

  • Financial Management experience in budget ownership;

  • Fluent in English, written and spoken, effective communicator with conflict/problem resolution skills

  • Experience in working in a matrix / outsourced environment working with 3rd party suppliers

  • Experience in Project - and/or line management with strong service level and  stakeholder / customer focus

Flexible. The position might require incidental travel between Sweden, Germany, The Netherlands and Poland and other Vattenfall locations.

Additional information

We offer you:

A challenging and independent job in an informal, dynamic working environment. You can play a part in shaping the future of a company where the only constant is change. Besides being a challenging and inspiring place to work, we value a great work atmosphere! Everyone is really committed and we want to be the best in what we do. We offer good remuneration, attractive employment conditions and opportunities for personal and professional growth. You get the opportunity to create your own career within the company.

More Information

For information about the position or recruitment process please contact Valentijn Berkien, IT Recruiter: valentijn.berkien@vattenfall.com

At Vattenfall we are convinced that diversity contributes to build a more profitable and attractive company and we strive to be good role model regarding diversity. Vattenfall works actively for all employees to have the same opportunities and rights regardless of gender, ethnicity, age, transgender identity or expression, religion or other belief, disability or sexual orientation. 
We look forward to receiving your application!

About the company

Vattenfall is a European energy company with approximately 20 000 employees. For more than 100 years we have electrified industries, supplied energy to people’s homes and modernized our way of living through innovation and cooperation. We now want to make fossil-free living possible within one generation. To be able to reach this ambitious goal we are looking for talented individuals who, in addition to their passion for their own role, also have strong team spirit and want to contribute to supporting a meaningful corporate mission.

Vattenfall IT is the internal provider of IT infrastructure services for the entire Vattenfall Group.
It is an international shared service center, providing IT services and support. Vattenfall IT Infrastructure supports Vattenfall by having professional people, knowledgeable in both business and IT, integrating services to enable business functions, providing a helicopter view of required services, utilizing the external market and enforcing standardization in order to optimize cost efficiency.

Within IT Infrastructure, Client Services is responsible for end user support and workplace services to all Vattenfall employees, delivered by either internal staff or external suppliers. Specific focus area is to run a successful retained organization to support a sourced client landscape, meaning that supplier management is part of the daily job.

Dela detta jobb

Service Delivery Manager

Vattenfall AB