Service Delivery Manager
9d ago


The Connectivity, Server and Storage service line is responsible for all the foundation services that all service lines utilize globally, we have the objective to provide Arcadis with the best in practice platforms to bring the ideas of digital to life.

We have the responsibility to standardize, delivery, implementation and support to enable agility and value to Arcadis. This service line is accountable for the build and support of the connectivity medium and platform, this provides the delivery of services of all other service lines.

As a service line owner, we provide the governance and framework for which solutions within the organization is built on and ensuring that support, security and risks are moderated.

Driving strategy, delivery and operational support is key. The Service Manager is responsible for managing the services that are delivered by the providers, vendors or partner to IT.

The role will liaise with the relevant teams to manage expectations and ensure that partners / vendors are adhering to contracts relating to the service delivered, to ensure a reliable service and performance management reported.

The service manager ensures the proper framework and governance is in place to highlight success and failures to ensure assessments against goals are realistic.

The Service manager will also manage the contract details and any terms / SLA and amendments that pertain to contracts relating to the service, the role will also ensure that contracts are managed to a framework that ensures legal statutes are adhered. Responsibilities :

  • Be the key escalation point of contact between all parties concerning the domain of third party service delivery : domain team and particularly the Connectivity, Server and Storage and projects being delivered through 3rd party suppliers and end users
  • Take ownership of all aspects of service delivery and contracts, within the connectivity, server and storage domain. Ensure management metrics for incidents, change and problem management and incident restoration are within the provided SLA guide.
  • Serve as an escalation point for the domain’s related incidents ensuring customer satisfaction, quick and sound resolution.
  • Liaise with the domain Connectivity, Server and storage, Architect leads on a regular basis to keep the partners / vendors in-
  • line with the service level and metrics agreed to, regular service checks (weekly, monthly) and feedback.

  • Ensure a service governance and framework is deployed to an ITIL standard as part of the service module, whereby accountability and recognition of success is highlighted
  • Be responsible for the contract review process, guiding and mentoring on the process and ensure that legal councils within the organization have complete sign off.
  • Escalation within the organization for breaches to contract disputes (partners and vendors) and is the key resource to engage legal representative on issues related to contract.
  • Escalation within the organization for service level breaches and working with the business to understand any outstanding items that result from poor management or performance to external parties.
  • Be responsible for the service delivery function and monitor the processes through reporting, service improvements and feedback to ensure issues are resolved.
  • Reporting structure that is delivered through the service delivery function should highlight the value of the engagements and the success per month / quarter.
  • Own the responsibility of identifying gaps, bottlenecks and opportunities within the service delivery process lifecycle to provide a more efficient workflow.
  • Assist in the organization of vendor / partner performance meetings, workshop, agenda’s and prepare for any required partner / vendor commercial meetings.
  • Identify domain service improvements, define, prioritize, budget and plan them in accordance with domain team
  • Monitor and ensure the KPI’s and SLA’s are abiding by through regular reviews with partners and vendors and hold accountable discussions on result driven data.
  • Key owner of the service package delivered by the third party and provide to partners guidance on the service that is consumed via, consumption, catalogue requests, custom requests, change requests, MAC changes and any other negotiated means.
  • Ensure changes to contracts are communicated through all parties and stake holders, contract amendments are the responsibility of the contracts team.
  • Responsible for scheduled activities and amendments to contracts that relate to the service and all aspects of the service line (.
  • e.g rebase line, renegotiating)

  • Handling disputes for the service with the service provider, whereby the service does not meet expectations or contractual obligations.
  • Be responsible for managing the consumed services’ costs; for example, will ensure the service packaged and its description document has the correct financial information around full service support cost.
  • Also, is responsible to ensure the domain service budget meets its financial targets

  • Be responsible for the enablement of forecasting in the services consumed through third parties (growth and shrinkage)
  • Be accountable for new service creation, working together with the project manager responsible for the service transition.
  • As such, he / she will sign off the new service descriptions together with the other relevant domain service managers

  • Ensure changes to contracts are communicated through all parties and stake holders, contract amendments are the responsibility of the contracts team.
  • Assist the business with external and internal audit requests
  • Functional Skills

  • IT Service Delivery Management Knowledge
  • ITIL, standards and process frameworks (Services)
  • Financial management
  • Governance, principles and policies
  • Business knowledge & relationship management
  • Technical Skills

  • Technical terms used within the ICT
  • Legal and contract Knowledge
  • Service delivery framework and governance knowledge
  • Service delivery toolsets
  • Leadership Skills

  • Role modeling our values
  • Collaborating
  • Executing and Delivering
  • Executing Client outcomes
  • Leading and inspiring
  • Ownership & commitment
  • Professional Skills

  • Stakeholder partnership
  • Communication skills
  • Judgement
  • Learning agility
  • Time management
  • Problem solving & analytical thinking
  • Accepting feedback
  • Enabling functions

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