Service Delivery Expert (4)

at  Edenred

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• The Service Management Expert oversees a number of key functions within the IT department that enable the delivery of a high-quality service to end users and ensure Service Support and Service Delivery processes are in place to meet business needs.
• Responsible for managing, maturing, and modernizing service delivery for remote and geographically dispersed users.
• Ensures proper execution of all Service Management processes such as Incident Management, Problem Management, Change Management, and Configuration Management.
• Make technical/professional recommendations that have a perceptible impact on business performance.
• Provides appropriate reporting and data to stakeholders in order to highlight the stability of the Global IT Systems.
• Participate in Local and Global governance with the purpose of presenting information and ensuring feedback is received from stakeholders and applied to the Service Management processes.
• Works collaboratively with technical teams from Global Technology and local Business Units in order to ensure adherence to the Global Service Management Processes. Facilitate recurring meetings to discuss operational matters on Incident/Problem/Change Management areas.
• Leader for Critical/Major Incidents, managing the crisis calls and ensuring the services are recovered as soon as possible, to minimize the impact in business. Maintains all stakeholders updated on the incidents progress and registers all relevant details during the crisis call, to support the post-mortem analysis.
• Conducts the Root Cause Analysis meetings with the technical teams, identify and provide recommendations to prevent incidents from recurring, as well as obtain further improvements in internal ways of working, to maximize the teams effectiveness during incidents troubleshooting.
• Follow-up on the Problem Management recommendations with the internal stakeholders, to ensure proper completion.
• Review Change Requests to ensures changes are logged correctly in the system, appropriately assessed, and executed according to the agreed timeframe.
• Host the Change Advisory Board for a specific scope/region and ensure Change Management compliance.
• Conduct the post-reviews for the failed Changes, align the required actions to prevent recurrences and follow-up with the stakeholders to ensure completion.
• The role will be part of the Global Service Management team located in Romania, Mexico, and Brazil with a focus on ensuring stakeholders in Germany receive the appropriate support