Enterprise Computing Services - Service Delivery Lead

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Service Delivery Lead - Your future position?

As a Service Delivery Lead in Budapest, you will manage the daily management of Service relationship between Givaudan IT internal customers and Service Providers., according to our goals.

Your scope: Global Datacenter Infrastructure technologies (Servers and Appliances, Operating systems, Clustering, Cloud Computing, Virtualization, Storage, and Backup).

You will report to the GDC Operation Manager.

Your main responsibilities:

Service Delivery and Supplier Management:

• Ensure delivery of Services and overall performance. Track Service Provider performance and Service Levels.

• Ensure smooth relationship and collaboration exists between Service Providers and Givaudan IT partners.

• Ensure daily Operations activities are performed and following the established process and tools.

• Help address satisfaction, effectiveness and quality issues, identify improvements opportunities.

• Monitor processes to ensure service quality.

• Contribute to configuration management (CMDB)

• Implement IT service management activities such as: Service Reviews, Escalations, Incident Management, Problem Management, Change authorization, Reporting, Service Transition to Production.

• Work together with other IT partners for cross organization topics.

• Provide input for Service catalogue updates

• Be the backup for Service Delivery Lead Application

• Measure the performance of services provided and ensure continuous improvement action execution.

• On call 24/7 around once a month

Continuous Improvement:

• Involve our IT suppliers to guide application related continuous improvement.

• Improve the Technical Improvement Boards on Infrastructure related areas.

• Work at reducing Major incidents occurrences (RCA action plan, metrics follow up)

Customer Satisfaction:

• Communicate with Service customers and Partners on Goals, Issue Resolution

• Be the single point of escalation for Service customers on Critical issues

   

Service availability:

• Coordinate communication of Planned and Unplanned downtime

• Participate in and communicate results of RCAs on major Incidents

• Oversee the implementation of  Infrastructure availability/ performance monitoring services.

Incident, Request and Change Management:

• Assist IT partners and act as escalation point for high priority operations (Incidents, requests, changes)

• Is accountable for ‘go to production’ risks assessment (management, operation, support) & decision before implementing a change

• Coordinate implementation of audit recommendations for Infrastructure scope.

Risk management:

• Participate in risk identification and ranking

Information Security:

• Responsible for security rules implementation following the policies.

• Ensure that appropriate IT Service continuity plans are performed to support the business, and tested.

• Assist global team during legal investigations

You have:

• Required Higher Education completed: Bachelor's Degree in IT or Business.

• Fluent in English

• Minimum 5 years of experience in IT program.

• Minimum 2 years of experience in IT delivery and operations.

• Solid IT background and overall understanding of large enterprise datacenter technologies: Servers and appliances, Operating Systems, Clustering, Cloud computing, Virtualization, Storage Backup, facilities.

• Operational service delivery management expertise.

• Expertise with large Supplier management at corporate level.

• Good knowledge in IT Risk management.

• Good knowledge in Security management and framework.

• Expert in ITIL processes for operational execution.

• Coordinate in multicultural environment.

• Crisis management skills

You might also have:

• Lean Six Sigma Background. Green belt Certification.

• Knowledge of IBM technologies.

• Experience with corporate application and middleware (SAP, ControlM, J2EE…)

• Fluency in French

Our benefits:

• Flexible Work Arrangements

• Great compensation package including bonus and cafeteria

• Private health insurance

• Career development opportunities

• Extended yearly health check

• Free coffee/tea

• Access to exclusive perfumes & employee shop with discounts

#LI-Hybrid

At Givaudan, you contribute to delightful taste and scent experiences that touch people’s lives.
You work within an inspiring teamwork culture – where you can thrive, collaborate and learn from other talented and passionate people across disciplines, regions and divisions.
Every essence of you enriches our world.
Diversity drives innovation and creates closer connections with our employees, customers and partners.
Givaudan embraces diversity and is committed to building an inclusive environment where everyone impacts our world.