Network and Digital Workplace Platforms Service Delivery Leader - Europe

DESCRIPTION

We are looking for a talented IT Service Delivery Leader Principal to join our Enterprise Platforms IT team as the Network and Digital Workspace Platforms Service Delivery Leader - Europe.

Other locations across Europe will be considered.

In this role, you will make an impact in the following ways:

• Leading the team to deliver the Network and Digital Workspace services for 7,500 devices across 60+ locations covering fixed line, mobile and Zoom telephony, Conference Rooms, and Wide Area and Local Area networks.
• Act as the in "time zone" Network Operations Centre (NOC) lead for Global Network issues working through Major and Critical Incident processes.
• Negotiating country level Communication Service contracts (e.g. Mobile Phone) with vendors to support the Enterprise Platforms communication services strategy.
• Optimize IT Service Delivery: By ensuring that IT services are delivered efficiently and effectively, you will enhance the overall performance and reliability of the organization's IT infrastructure.
• Budget Management: Your participation in the operating budget process and determination of service delivery charges will help in optimizing costs and ensuring financial sustainability.
• Service Development and Maintenance: By developing and maintaining IT services, you will ensure that tools and resources are up-to-date and capable of meeting the organization's needs.
• Performance Metrics and Standards: Generating and reporting service delivery metrics, and driving standards across regions and locations, will help in maintaining high levels of service quality and customer satisfaction.
• Customer and Supplier Relationships: Maintaining strong relationships with key customers and suppliers will ensure smooth service delivery and address any service-related inquiries and issues promptly.

• Strong Technical Expertise: Deep knowledge of Service Asset and Configuration Management, Service Catalog Management, Service Level Management, and Problem-Solving methodologies. Familiarity with ITIL standards and Six Sigma practices will be crucial.
• Effective Communication Skills: Ability to manage and negotiate with vendors, maintain strong relationships with internal stakeholders, and act as an escalation point for complex issues. Clear and concise communication is essential for training, mentoring, and collaborating with various teams.
• Leadership and Management Abilities: Experience in managing, coaching, and mentoring teams across multiple locations. Skills in resource demand planning, financial forecasting, and expense management to ensure service delivery aligns with organizational goals.
• Analytical and Problem-Solving Skills: Proficiency in systematic analysis processes to solve problems, determine root causes, and implement robust solutions. Ability to perform service demand forecasting and manage service improvements effectively.

• Advanced certifications in ITIL, Six Sigma, or relevant network and digital workspace platforms are highly desirable.
• Extensive Experience: Proven experience in managing IT services, particularly in Network and Digital Workspace Platforms, across multiple locations and large-scale environments.
• Vendor and Stakeholder Management: Demonstrated ability to negotiate and manage vendor contracts, maintain strong relationships with internal stakeholders, and ensure compliance with service deliverables through KPIs and OLAs.
• Leadership and Financial Acumen: Strong leadership skills with experience in coaching and mentoring teams, creating and managing financial plans (AOP), and performing resource demand planning to ensure project and service delivery within budget and timelines.
• Communication skills (Traditional, Mobile & Virtual Telephony).