南京招聘

Position: Service Delivery Manager

Location: Dalian

Primary Responsibilities:

·Service Delivery Manager is responsible for managing the overall Finance IT relationship with the local & Regional Business finance customers. The key responsibility will be end-to-end management of IT Incident, Problem, Change and Release Management, Process Improvement and Communication. Much of this role is involved in the day-to-day balancing of these, influencing and negotiating to reach satisfactory outcomes for all whilst meeting Company's operational service needs.
· The Service Delivery Manager is the primary escalation point for the Markets and Finance Operations in relation to technical issues that are being experienced in the Enterprise Finance Applications. When required they will work with ancillary source systems owners within WT F&P Application Delivery functional and technical teams to manage incidents and drive them to resolution. Service Delivery Manager will also manage recurring incidents which will be addressed through the Problem Management process and continuous improvement through the Change/Release Management process.
· Work across Application Management & Business Process & Technology Owners (and teams) to provide end customers with a reliable quality service
· Co-ordinate the roll-out of new systems across Asia ensuring a smooth transition to Business as Usual
· Ensure that agreed service levels for quality of all systems are met – including system availability, change requests where applicable, incident tickets, root cause analysis for problems, and service requests.
· Ensure compliance with emerging best practice, technology, and standards including audit, SOX, compliance, validation and IPP requirements.
· Optimize the use of off-shore Managed services to support all applications and obtaining synergies where possible
· Service Improvement Plan (Customer Sat Plan): Work with customers to align prioritized service improvement plans to customer requirements through the creation of a customer satisfaction and plan within the contracted services.
· Communications: Develop, deliver and maintain communication plans and channels for all internal and external WT stakeholders for strategic sourced service contracts.
· Communications: Develop, deliver and maintain communication plans and channels for all internal and external WT stakeholders.
· Enable common processes, standards and methodology to leverage resources and eliminate redundancy through common services.
· Develop broad and deep solutions delivery capabilities and talent across Company through developing colleague skills in project management.
· Lead staff by providing a clear articulation of direction, expectations, and performance against goals.
· Develop staff by ensuring that individual development plans are in place for all colleagues that include the appropriate actions, i.e. training, coaching, specific experiences, to develop the colleague and improve the skill base necessary to deliver the strategic plan.
· Develop strong relationships with peers and participate on leadership teams at the appropriate level.
· Manage and lead approximately 2 Company Colleagues and coordination with off shore support business partners. Actively lead staff by providing a clear articulation of direction, expectations, and performance against goals.
· Develop staff by ensuring that individual development plans are in place for all colleagues that include the appropriate actions: training, coaching, specific experiences, developing colleagues to improve the skill base necessary to deliver the strategic plan.
· Encourage the deployment of quality methodologies such as Six Sigma to benchmark both process and systems performance
· Management of escalated incidents, Effective allocation and prioritisation of incidents within AD, Coordination of appropriate resources to resolve issues.
· Maintain Local Customer Meetings with key Finance & Procurement Stakeholders in the Region
· Manage Change Request Process, Manage the Change Request process with the customers
· Reporting & Metrics, Ensuring customer reports are produced and maintained. Agree any specific KPIs & Metrics.
· Stakeholder Management during major issues & End User Communications
· Service Improvement Programs, initiating and maintaining Service Delivery Continuous Improvement & Six Sigma Projects
· Service Level Management, ensuring that service levels are met by Operational Application Delivery teams.
· Financial management, ensuring that Service Delivery budget is maintained
· Ownership of Change Request process, Attendance at Change Review Board
· Monitoring process areas and balancing resource capabilities, impacts and dependencies
· Liaison with Business Process Experts to coordinate joint work efforts regarding process improvements
· Identification persistent issues through Root Cause Analysis and development of strategies to rectify. Communicate to markets and Finance operational management regarding incidents and initiatives
· Coordinate communication to any relevant stakeholders on an ad hoc basis.
· There will be significant work liaising with third party service providers and vendors. The Service Delivery Manager will assume operational management of their support teams and the Application Delivery Change Request team.
· The Service Delivery Manager will work closely with the relevant WT F&P Client Partner Groups in the governance and delivery of change and ensure alignment with Global Finance & Procurement Strategy.
· Active management of the requirements of operating within a regulated pharmaceutical environment will be vital.

Technical Skills
· Financial database management and support
· Business risk management & Continuity management
· Program management
· Management and operations
· Resourcing
· Contract Management

Interested Candidate, please send your resume to hr-dalian@otconsultancy.com

Orange Tree Consultancy is an international Investment Holding company representing a group of companies in the software & services sector and telecom sector. Our clients are now embarking their long-term growth strategy in China and are seeking the following professionals to be part of their Organization in China.