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IT Service Delivery Manager, End User Computing Americas, Smith & Nephew, Alajuela

Job title: IT Service Delivery Manager, End User Computing Americas

Company: Smith & Nephew

Job description: esponsible for senior relationships with our clients, key suppliers, running supplier performance reviews and acting as facilitator of service and project teams – including coordination and communication within Crisis situations.

The IT Service Delivery Manager, End User Computing Americas, is representing as the End User Computing organization and services to clients (senior management and IT business partners) in the Americas region, which includes manufacturing sites.

The Delivery Manager shall coordinate with other region teams and facilitate global teams and suppliers to assure strong End User Computing presence and representation in Americas Region.

The role drives or participates in the performance reviews and acting as facilitator of internal and external service and project teams.

Within the crisis the person shall coordinate the internal and external teams and manage the stakeholders and management expectations and communication.

The IT Service Delivery Manager should represent a proactive customer-centric culture; lead the transformation of technology and services; and drive a culture of continuous improvement in service performance and cost targets.

The Delivery Manager work closely with manufacturing sites and business partners to drive the key End User Technology topics.

The Delivery Manager manages the technology partners: keep the service current; manage the introduction of new services; manage change including patches, updates, releases.

The role is responsible for the end-end service delivery chain delivered through other support services teams including:

Level 0, 1: Through Self-Service Portal and a Service Desks – driving a “shift-left” approach to enable proactive avoidance of incidents, self-service support and increase first time fix.

Level 2: Deskside support team

Level 3 and Level 4: Vendors, internal and outsourced teams

The Delivery Manager shall provide and facilitate technical support and trainings in the use of personal computer hardware, software, specialized technology, peripherals and the most relevant EUC IT tools.

The primary success measures are:

– IT Metrics Achievement: achieve IT metrics and SLAs for delivered solutions and services

– Service Delivery: achieve budget, schedule, and quality objectives for delivered solutions and services. Drives continuous improvement in solution performance, reliability, compliance, and efficiency.

– Stakeholder Satisfaction: achieve high stakeholder satisfaction

– Landscape Leverage: attain high leverage of technology assets & continually simplify IT landscape

Key responsibilities:

Service Management:

– Responsible for delivering EUC services to IT throughout the service lifecycle within the agreed service levels. Identify service vendors, establish services and manage vendor performance.

– Manage and provide visibility on the maintenance of EUC services availability, reliability, maintainability, outage serviceability & continuity requirements against the cost justified service and operating/service level agreements for the service

– Plan, direct and coordinate the efforts of the peer operations and project teams to manage and maintain BAU service and program portfolio,

– Oversee the general health of the live service required to meet business requirements.

– Oversee implementation of, and adherence to, security standards (security strategy set by Security Architecture).

– Ensure ongoing architectural integrity of the service throughout its lifecycle.

– Ensure that all IT Service Management processes, Service Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets.

Delivery Management:

– Plan, Lead and deliver project and enhancement delivery in agile manner.

– Ensure the project success metrics are met.

– use PM methodologies and take care for related and budgeting aspects


– Requires Bachelor’s degree in computer science / information technology or equivalent experience

Licenses/ Certifications:

– Training/certification in ITIL, Agile, Project Management, Azure Certifications preferred


– Typically has 10 years of IT work experience, with at least 5 years of service and delivery management experience in global and complex environments

– 3 years experience of administration, engineering, and implementation of Azure Services, Office 365 and associated applications and services

– understanding of End User Computing Services and

– Azure Cloud and Azure services administration

– Managing Microsoft Services Enterprise Agreements and Licensing

– Has worked in a regulated business.


– Proficiency in Microsoft Services, Enterprise Agreements and Licensing

-Experience in Azure Services Administration

Experience in IT delivery and Service management in a large-scale and diverse environment of incident management, escalation procedures and related disciplines

– Proven record of supporting complex Office 365 systems preferably in the life science sector

– Strong knowledge of ITIL disciplines

– Experience of managing 3rd parties and 3rd party delivered services

– Experience in managing IT for multiple sites, in multiple geographic

– Effective negotiation skills

– Proficient in building collaborative teams, maintain calm and focus under pressure and instil that ability in others, and be effective communicators

– Advanced experience with Active Directory, strong understanding of identity and SSO services

– Experience project managing / integrating systems within complex landscapes including cloud architecture and delivery

– Knowledge of and experience with Office 365 products and emerging features. Experience with collaboration and social community solutions

– Experience in people and change management

– Experience with waterfall and agile software development methodologies

– Excellent oral and written communication skills

– Familiarity with Help Desk ticketing systems

– Crisis Management

Travel Requirements:

maintain or improve levels of service. Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.

Expected salary:

Location: Alajuela

Job date: Fri, 14 May 2021 07:06:02 GMT

Apply for the job Now!

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