Service Delivery Manager

• Service Operations Management: Responsible for all IT managed services delivered to the Manufacturing business sector, with a strong focus on service operations.
• Agile Release Trains (ART’s): Align and partner with the Agile Release Trains operating within the Manufacturing business sector.
• Relationship Management: Build a strong relationship network and manage stakeholders across IT and business.
• IT-Business Relationship Management: Understand business priorities and expectations, fostering a close IT-business relationship.
• Demand Management: Manage and liaise the relationship with the business (Information Officers, Business Process Owners, Key User Organization) to channel the demand (including hosting) towards the service providers.
• Quality Standards: Ensure compliance with quality standards for solutions and development projects through DTAP for new and changed applications.
• Consistency & Compliance: Ensure proper deployment of ASML policies towards IT standards to provide consistent and compliant use of IT.
• Supplier Management: Manage dependencies and expectations from multiple suppliers and integrate to provide a single business-facing IT service.
• E2E Service Management: Ensure end-to-end service management by service providers.
• Escalation & Arbitration: Provide an escalation and arbitration level for service issues and service integration issues for the services in scope.

Service Portfolio Management

• Accept new and changed IT services delivered by ART’s.
• Provide insight into the overall performance of the delivered services.
• Develop a long-term roadmap for the services together with the business and provide advice to contribute to the business roadmap.
• Define and manage service level targets, ensuring services are delivered and improved in line with agreed targets and expectations.
• Usage & Lifecycle Management: Manage usage and lifecycle for IT services and ensure ownership.

Requirements

• Master's level education or equivalent combination of education and experience.
• 10+ years of experience in relevant business and/or IT roles and at least 7 years of experience as a delivery or service manager (or equivalent) at a senior level.

Thorough understanding and practical experience with

• Proven experience in service strategy.
• Designing and implementing Service Integration and Management solutions.
• Content of contracts, master service agreements, governance schedules, price schedules, terms, and conditions.
• Strong knowledge of risk and control frameworks like SoX, CobIT, ISO, and financial processes like Forecast, Budget, and Charge-out regime.
• ITIL Service Management processes.
• Strong customer focus and customer-facing skills.
• Excellent relationship and stakeholder management skills, as many of the underpinning services are developed and delivered by other departments (cross IT and business).
• Taking and driving end-to-end ownership.