IT Service Delivery Manager

Job description: We are seeking an experienced IT Service Delivery Manager to join our dynamic team in a coordinating position, managing IT Service processes.  The ideal candidate will have extensive experience in Major Incident and Problem Management, demonstrating a proven track record of effectively managing and resolving critical IT incidents. This role requires a strategic thinker with excellent leadership skills, capable of driving continuous improvement initiatives and ensuring the highest levels of service delivery. The successful candidate will be responsible for overseeing the end-to-end service delivery process, collaborating with cross-functional teams to enhance service performance, and maintaining strong relationships with key stakeholders.   What you can look forward to as IT Service Delivery Manager: Manage and coordinate the delivery of IT services to ensure they meet the expectations and needs of our customers. Define and evolve the global support model, including SLAs/OLAs, hours of coverage, and escalation protocols. Handle major incidents and related problem management through thorough analysis and effective resolution strategies. Enhance service communication channels between IT and the business. Monitor and report in collaboration with outsourced providers on the performance of IT services and taking action to correct any deviations from service standards. Partner with the Service Desk Manager to ensure scalability, resilience, and user-centric design. Evaluate and implement tools and technologies to support a follow-the-sun model, including automation, self-healing, and ITSM platforms. Balance global standardisation with regional flexibility to address cultural and operational differences. Coordinate with the IT department and customers to ensure IT projects are transitioned successfully into support. Identify areas for improvement and implement strategies to increase the efficiency and effectiveness of IT services. Oversee the resolution of customer complaints and issues relating to IT services. Ensure all IT services comply with relevant laws, regulations, and company policies. Manage relationships with vendors and suppliers and negotiating support contracts for IT services.   Your profile as IT Service Delivery Manager: Extensive experience in IT Service Management (ITSM), with a strong focus on Major Incident and Problem Management. Proven track record of managing and resolving critical IT incidents efficiently and effectively in a high pressure, time sensitive environment. Strong ability to drive continuous improvement initiatives. Excellent communication and stakeholder management abilities, ensuring clear and effective collaboration with cross-functional teams. In-depth knowledge of ITIL framework and best practices, with relevant certifications being highly desirable. Working proficiency in English is required, additional foreign language is beneficial.   Why you should choose ZF in Kecskemét? Stable company background and long-term working possibility Full of challenges and high-level professional activities at a German company Participation in international projects Competitive salary and performance-related bonus Cafeteria with optional elements Hybrid working arrangements