Service Delivery Manager
源讯信息技术（中国）有限公司
- 公司规模：10000人以上
- 公司性质：外资(欧美)
- 公司行业：计算机软件
职位信息
- 发布日期：2013-11-12
- 工作地点：沈阳
- 招聘人数：1
- 工作经验：五年以上
- 语言要求：英语良好
- 职位类别：项目经理 技术支持/维护经理
职位描述
Requirement Service Delivery Manager
Job Responsibilities
The mission for a SDM is fulfillment of all services as provided in the contract at budgeted costs, quality and on-time. maintainance and improvement of service quality through a constant cycle of agreeing, monitoring and reporting on service achievements, and initiating actions to continuously improve services and productivity in order to satisfy the customer. The SDM coordinates local and global delivery ressources and managed necessary escalations internal in Atos and external with the client if necessary
0. Lead the Service Delivery team and deliver all services as specified in the customers contract, be responsible for the quality and satisfaction of the customer.
1. Design, develop and maintain a robust process for IT metrics collection, correlation, calculation and presentation
2. Ensure that service request and support processes as well as metrics are in place while working with project and service managers as well as IT support teams
3. Collate Service Level Agreement (SLA) metrics and continually assess to improve service delivery expectations and customer satisfaction
4. To seek continual improvements to ensure client enjoy the benefits of these improvement
5. Ensure that service performance reviews are scheduled, carried out with customers regularly and are documented with agreed actions progressed
6. Ensure that improvement initiatives are identified in service reviews are acted upon and progress reports are provided to customers and management
7. Provide solutions guidance, sign off and implementation support with members of the team to approve projects
8. Participate in the Quarterly infrastructure Review as the Service Delivery representative responsible for collating service delivery information as required by each Infrastructure Review
9. Measure, record, analyze and improve customer satisfaction
10. Ensure applicable quality management methods are used to support continual improvement
activities, interpret and execute results
11. Drive down the number of Sev 1,2 and 3 problems by applying formulated improvements
12. To maintain an expert knowledge within the team on technology and industry trends in relation to
core technology and related IT technologies
13. Manage all audit requests to ensure Atos provides the relevant information in adherence to
compliance on the behalf of the client
14. Manage the Reporting function and Service Delivery Support Analyst to deliver according to the
reporting timelines
Education Bachelor degree or above on IT or related, Background knowledge about IT standards like ITIL, COBIT, ISO preferred, IT Service Delivery Management skills.
Language
Mandarin
CET-6 or above, good reading and written English, oral English intermediate
Experience ? Min. 8 years in IT area preferable; at least 5 years service delivery management and data center operations experience prefered
? Was responsible for complex tasks in approximately 3 projects.
Has comprehensive knowledge and experiences (design/implementation) with at least 5 main processes of an enterprise within the last 5 to 7 years.
? Technical Teamleader / Line Manager of an average of 20 employees > 2 year
? At least 3 years work experience in international teams.
Capabilities Sound technical management experience of critical support environments
Approachable and able to build relationships at all levels
Good managerial, leadership, communication and interpersonal skills
Result and Quality Orientation
Excellent team work and team cooperation
Ability to execute and make decission under pressure
Job Responsibilities
The mission for a SDM is fulfillment of all services as provided in the contract at budgeted costs, quality and on-time. maintainance and improvement of service quality through a constant cycle of agreeing, monitoring and reporting on service achievements, and initiating actions to continuously improve services and productivity in order to satisfy the customer. The SDM coordinates local and global delivery ressources and managed necessary escalations internal in Atos and external with the client if necessary
0. Lead the Service Delivery team and deliver all services as specified in the customers contract, be responsible for the quality and satisfaction of the customer.
1. Design, develop and maintain a robust process for IT metrics collection, correlation, calculation and presentation
2. Ensure that service request and support processes as well as metrics are in place while working with project and service managers as well as IT support teams
3. Collate Service Level Agreement (SLA) metrics and continually assess to improve service delivery expectations and customer satisfaction
4. To seek continual improvements to ensure client enjoy the benefits of these improvement
5. Ensure that service performance reviews are scheduled, carried out with customers regularly and are documented with agreed actions progressed
6. Ensure that improvement initiatives are identified in service reviews are acted upon and progress reports are provided to customers and management
7. Provide solutions guidance, sign off and implementation support with members of the team to approve projects
8. Participate in the Quarterly infrastructure Review as the Service Delivery representative responsible for collating service delivery information as required by each Infrastructure Review
9. Measure, record, analyze and improve customer satisfaction
10. Ensure applicable quality management methods are used to support continual improvement
activities, interpret and execute results
11. Drive down the number of Sev 1,2 and 3 problems by applying formulated improvements
12. To maintain an expert knowledge within the team on technology and industry trends in relation to
core technology and related IT technologies
13. Manage all audit requests to ensure Atos provides the relevant information in adherence to
compliance on the behalf of the client
14. Manage the Reporting function and Service Delivery Support Analyst to deliver according to the
reporting timelines
Education Bachelor degree or above on IT or related, Background knowledge about IT standards like ITIL, COBIT, ISO preferred, IT Service Delivery Management skills.
Language
Mandarin
CET-6 or above, good reading and written English, oral English intermediate
Experience ? Min. 8 years in IT area preferable; at least 5 years service delivery management and data center operations experience prefered
? Was responsible for complex tasks in approximately 3 projects.
Has comprehensive knowledge and experiences (design/implementation) with at least 5 main processes of an enterprise within the last 5 to 7 years.
? Technical Teamleader / Line Manager of an average of 20 employees > 2 year
? At least 3 years work experience in international teams.
Capabilities Sound technical management experience of critical support environments
Approachable and able to build relationships at all levels
Good managerial, leadership, communication and interpersonal skills
Result and Quality Orientation
Excellent team work and team cooperation
Ability to execute and make decission under pressure
公司介绍
源讯（Atos）是法国巴黎证交所上市公司 ，其注册地址位于巴黎，运营总部设在比利时布鲁塞尔。2004年1月，源讯（AtosOrigin）公司继收购斯伦贝谢（Schlumberger）旗下的IT服务部门——斯伦贝谢神码（SchlumbergerSema）后，一举成为年收益达50多亿欧元的全球企业巨擘。
源讯（Atos）活跃在以适应新经济为目标的企业转型服务领域，并在有关的管理咨询、系统集成和运营管理上积累了世界一流的专业技术。为配合利用公司的专业技术，源讯（Atos）在世界各地成立了技术中心，这其中包括位于亚太、欧洲和美国的数据中心和客户支持中心，以及位于印度、中国、波兰和巴西的全球网络基础设施和全球采购中心。
源讯（Atos）不仅是服务于全球客户的信息技术合作伙伴，同时也是奥林匹克运动的鼎力支持者。源讯（AtosOrigin）签署的奥林匹克运动赞助合同是世界体育史上***的IT合同。根据合同，源讯（Atos）是2004年雅典奥林匹克运动、2006年都灵冬奥会、2008年北京奥林匹克运动、2010年温哥华冬奥会和2012年伦敦奥林匹克运动的全球合作伙伴。届时，源讯（AtosOrigin）将以卓越服务构建奥林匹克运动的生命线，通过整合和管理庞大的奥林匹克运动IT系统，为世界各地的观众和媒体呈献精彩赛事和运动员信息。2014年，奥林匹克运动信息技术伙伴源讯与奥委会续约至2024年。在此理念的指引下，源讯将为2018年平昌冬奥会、2020年东京奥林匹克运动以及2022年和2024年的奥林匹克运动和残奥会提供系统集成、系统管理、核心托管以及关键赛事应用等服务。 [2]
源讯（Atos）在亚太区拥有愈2500名专业员工，并在中国大陆、中国香港、印度、印度尼西亚、日本、马来西亚、新加坡、中国台湾和泰国分别设有办事处。源讯（Atos）在中国已经有10多年的运作经验，2012 年的年收入达 88 亿欧元，在 47 个国家拥有 76,400名员工。中国大陆的总部设在北京。源讯中国具有丰富的行业经验，以“设计、建造和运营”的模式为金融、离散制造业、化工、石化、能源等众多行业的客户提供高质量的IT解决方案
源讯（Atos）活跃在以适应新经济为目标的企业转型服务领域，并在有关的管理咨询、系统集成和运营管理上积累了世界一流的专业技术。为配合利用公司的专业技术，源讯（Atos）在世界各地成立了技术中心，这其中包括位于亚太、欧洲和美国的数据中心和客户支持中心，以及位于印度、中国、波兰和巴西的全球网络基础设施和全球采购中心。
源讯（Atos）不仅是服务于全球客户的信息技术合作伙伴，同时也是奥林匹克运动的鼎力支持者。源讯（AtosOrigin）签署的奥林匹克运动赞助合同是世界体育史上***的IT合同。根据合同，源讯（Atos）是2004年雅典奥林匹克运动、2006年都灵冬奥会、2008年北京奥林匹克运动、2010年温哥华冬奥会和2012年伦敦奥林匹克运动的全球合作伙伴。届时，源讯（AtosOrigin）将以卓越服务构建奥林匹克运动的生命线，通过整合和管理庞大的奥林匹克运动IT系统，为世界各地的观众和媒体呈献精彩赛事和运动员信息。2014年，奥林匹克运动信息技术伙伴源讯与奥委会续约至2024年。在此理念的指引下，源讯将为2018年平昌冬奥会、2020年东京奥林匹克运动以及2022年和2024年的奥林匹克运动和残奥会提供系统集成、系统管理、核心托管以及关键赛事应用等服务。 [2]
源讯（Atos）在亚太区拥有愈2500名专业员工，并在中国大陆、中国香港、印度、印度尼西亚、日本、马来西亚、新加坡、中国台湾和泰国分别设有办事处。源讯（Atos）在中国已经有10多年的运作经验，2012 年的年收入达 88 亿欧元，在 47 个国家拥有 76,400名员工。中国大陆的总部设在北京。源讯中国具有丰富的行业经验，以“设计、建造和运营”的模式为金融、离散制造业、化工、石化、能源等众多行业的客户提供高质量的IT解决方案
联系方式
- 公司地址：上城区采荷路41号