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Service Delivery Manager

Date: Jun 7, 2022

Location: Athens, GR, 122 41

Company: HEINEKEN

Having a history of more than fifty years, in Athenian Brewery we operate towards brewing a better world, together. We are driven by passion for our consumers and customers & care for our people and the environment, while enjoying life & daring to dream and pioneer.

 

Right now we are looking for an experienced and motivated Service Delivery Manager to join our IT team in Athens, accountable for managing the whole infrastructure and End User devices of Athenian Brewery including servers, networks, laptops, desktops, mobile phones and printers. 

 

Responsibilities:

  • Manage the overall internal Service Management processes for the company, providing end-users hardware, connectivity and access to IT systems, in line with the overall central teams ways of working.
  • Manage Service Level Agreements (SLAs) and contribute to the closing of new SLAs with vendors, suppliers and 3rd parties.
  • Monitor and improve the quality of the delivered services, in line with IT guidelines and standards, to ensure the performance of the SLA is realized within the agreed conditions.
  • Suggest improvements for services in scope and ensure that service improvement plans are mobilized and led where service delivery performance is unsatisfactory or can be improved
  • Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.
  • Proactively partner with other teams to ensure effective Service design, planning and transition for a seamless transition of projects to support
  • Responsible for the overall IT end-user satisfaction
  • Responsible for the operations budget, continuously drive to cost efficiency, contributes to the development of an operational IT plans and budgets, including annual objectives. Provides advice and analysis to the OpCo Management Team to support decision-making, adhering to rules, policies, procedures and legislation.
  • Manage VIP Support process.
  • Lead by example and actively engage and motivate their teams

 

Requirements:

  • Bachelor’s Degree in Business Administration, Information Systems or in a relevant technology-related field
  • At least 10 years of work experience in a relevant field of infrastructure delivery. (At least 3 years of work experience on Team Leading)
  • Vendor Management experience
  • Budget responsibility
  • Experience on delivering projects on Critical Systems that are already in production
  • Excellent command of English, both written and spoken
  • Analytical and problem solving skills
  • Deep troubleshooting skills
  • Excellent communication and interpersonal skills, with the ability to communicate effectively at all levels
  • Senior Management exposure and stakeholder management
  • Team player with strong business acumen
  • Demonstrated Project Management experience and ability to coordinate initiatives across multiple teams
  • Ability to work under pressure, uncertainty and tight deadlines
  • Fulfilled military obligations (for male candidates)
  • Experience with Microsoft Technologies and especially Office 365.
  • Nice to Have: Experience of working in DEVOPS.

 

We believe our people are the heart of the company, so we do our best to empower and grow them. We welcome and consider applications from all qualified candidates as we champion a culture of belonging that provides fair and equal opportunities for all!

If you are looking for a new challenge to advance your skills and career in a great working environment, we invite you to be part of our organization!

A meritocratic assessment and selection process will be managed, providing all applicants with equal opportunity and confidentiality.


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