Service Delivery Manager
Service Delivery Manager - Infrastructure. Interim role - 1 year fixed term. Service delivery manager, infrastructure to the European business for a large scale outsourced / vendor environment. Service delivery infrastructure, delivery of services to agreed levels. Managing change orders, incident handling and problem resolution, managing customer critical situations. ITIL qualified, with PC, LAN, WAN, server, perimeter security and databases, technologies, Microsoft, Citrix & Oracle. This Service Delivery Manager Infrastructure role is an Interim role - 1 year fixed term. Our client is an R&D driven, global pharmaceutical company, originating in Japan. With some market leading brands in Urology, Immunology and Transplantation, the company has a strong commitment to growth, a global category leader in several areas. Worldwide sales are EUR8.89bn and EUR1.76bn in Europe. With 21 European Affiliates, the head office is based in Surrey. We now need an experienced, motivated individual to manage the service delivery process for IT infrastructure in Europe. The European Infrastructure Group is responsible for all aspects of IT operations, supporting desktop applications, operating systems, hardware, networks and the Data Centre. Scope is up to 4,500 standard laptops and 850 Servers, of which 45% are virtualised. All daily operations are outsourced and are delivered following ITIL principles. Reporting to Director level, the Service Delivery Manager will be responsible for day to day infrastructure related service support, instrumental in ensuring the delivery of services to agreed levels from the outsourcer and service providers to the European business groups. Managing the service delivery relationship, you will act as the escalation point for incident, change and problem management and service failures. As well as responsibility for release and configuration management and ad hoc projects you'll have sufficient technical experience to trouble shoot and propose a solution with knowledge of processes to drive best practice at a European level, as part of the global organisation. A graduate or business level, ITIL qualified, you will need sound experience of service delivery, managing customer critical situations, gained from a large scale, European, outsourced environment. Technical knowledge will include a sound understanding of server and client hardware running Microsoft technologies (email), UNIX, with an Oracle/DB, as well as network protocols and administration (printing and firewalls). Solid experience of managing change orders, incident handling and problem resolution are a must. A pharmaceutical background will be ideal, experience from a regulated industry a must. You'll be service minded, diplomatic, able to engage across the European cultures, communicating effectively, creating confidence and influencing outcomes. To apply for this Service Delivery Manager Interim role of 1yr fixed term, please send your CV and reasons for applying to Rushworths. Keywords: IT
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