Data Center Service Delivery Manager
Japan Tobacco International
- București
- Permanent
- Full-time
- Actively manage and monitor outsourced services and operations to ensure quality and efficiency of day-to-day operations and achievement of business objectives and projects deadlines
- Monitor and maintain controls/KPIs to ensure services meet contractual commitments/SLAs, validate SLA reports, ensure proper visibility on the SLA reporting to interested parties and escalate deviations to the data center service delivery lead
- Maximize the contribution of SNOW ITOM to improve I&O Operations
- Ensure that that the service provider's improvement plans are implemented according to JTI expectations.
- Drive service provider to continuously meet and exceed JTI's expectations, and constantly aim to improve quality and efficiency of services delivered
- 24/7 on call support will be required on a rotational basis
- Strive for maximum effectiveness of all activities, minimize efforts and budget, maximize automation, challenge processes
- Provide a high level of data quality awareness across multiple I&O Teams. Proactively improving the quality of I&O reporting
- Point of contact for Data Center Technical Integration team, Technical Architecture team and functional project teams for key infrastructure projects
- Point of contact for multiple on-going projects for core applications SAP and TME
- Ownership and coordination of transition from project to standard operations
- Manage critical situations/major incident escalations related to infrastructure with internal IT teams and external vendors, drive prompt escalations, facilitate to closure, coordination with management, ensuring appropriate visibility with IT management
- Maintain and ensure good relationships between internal customers and the providers
- Ensure effective reporting on service delivery function
- Continuously look for areas of improvement in operations in order to streamline them, make them more efficient and cost-effective
- Ensure strict compliance with established corporate governance instruments (JSOX, P&Ps, OCM, BAP, etc...) and JTI standards and security policies
- Ensure all processes including incident, change and problem management are executed following stipulated ITIL best practices
- Execute and refine all Service Delivery JSOX controls related to Infrastructure Services
- Drive execution and reporting of IT disaster recovery tests and manage Global DR strategy with IT Security and Risk Management team
- Support the implementation of JTI global technical projects in the markets and ensure they meet the objectives and are completed in the planned timeframe and on budget
- Coordinate project activities between several technical teams
- Work in close cooperation with and provide necessary support to global and local IT teams (GSD, Technical Architecture, DC Technical Architecture& Integration, RILs, DSM, IT Managers, etc.)
- Support and work in collaboration with the service provider for the transformation of the current data center operations into a hybrid cloud operating model, enabling integration of Infrastructure and Platform as a Service
- Ensure processes necessary for the support and ongoing operations of a hybrid cloud operating environment are put in place and adhered to
- Bachelor's degree in Information Technology, Computer Science or Engineering, or equivalent work experience
- Global service management, Outsourcing management
- 6+ years' experience in Information Technology, with particular focus on Service Delivery and governance
- IT best practices (ITIL) knowledge
- Fluent English
- Fluent with MS Office, Visio, Project