Business Environment
This role is key within the Tech Operations Service Operating Model and will work in line with the Global processes that are established within Maersk. The key aim of Service Delivery Management is to deliver the services within each tower in line with the SLA’s agreed with the business. It is imperative that the SDM function is intimately aligned to each of the services within their accountability. The Service Delivery Engineer is the key interface with the Tech Operations business and the conduit to the service operating model, taking any feedback from the business through service review meetings and ensuring any corrective action plans are delivered through the Continual Service Improvement process.
The Service Delivery Engineer will have the accountability to ensure :
- Process adoption, compliance, efficiency and improvement
- Work closely with Global IT Services and external supplier and delivery organisations
- Coaching on best practice in Service Management
- Mentoring and championing underpinning processes and procedures
- Updating and refining the service operating documentation with the tower
- Management of suppliers to deliver against SLA’s and contractual oversight
Role Description
The Service Delivery Engineer also drives the internal and external service providers to deliver against the defined SLA and ensure contractual obligations are acted upon by external suppliers. The Engineer role will cover the Service Owner function too, this accountability is to ensure the service matures and aligns to the business needs.
The Service Owner function incorporates Vendor Management, key aspects of this are to consistently review the performance of the suppliers that deliver the services to Tech Operations covering commercial and contractual delivery and the day-to-day performance against the defined SLAs in place.
This position will sit within the Tech Operations delivery function specifically aligned to an internal delivery tower. Process aligned to the Service Delivery Principal, operational day to day led by the Tower Lead. As such, it will involve working co-operatively with other service delivery leads within the service operating modelDirectly aligned to the tower and the external service organisations responsible for delivering the services to underpin the business functions. As champion of the service management process the role holder will be responsible for providing a consistent service oversightProvision of the Service Owner function covering the agreements with the suppliers and ensuring the service lifecycles are managedVendor Management, performance, and continual service improvements with the supplier communityResponsibilities
Owning the service specification for all services within the tower. Ensuring that all service level agreements support the business’s goals.Lead the challenge to improve service levels in line with overall contract boundaries, within the tower.Leading the drive to improve the operational performance of all services used within the tower, focusing on meeting business requirements in the most cost-effective way.Championing the service improvements with internal customers and key stakeholders – and own any service issues fed back by key stakeholders. Attend key Customer forumsAccountable for the operational performance of all services within the tower including risk and issue managementManage supplier performance to ensure a consistent approach to supplier management in the service operating model. Where appropriate recommends cost savings whilst protecting service levelsChair the operational service delivery meetings with suppliersEnsures that the delivery of service is monitored and maintained to the levels defined within agreed SLA's and contracts.Work with suppliers to identify and implement potential service improvement opportunities within the tower, develop operational Service Improvement Plans and work with suppliers to action themActs as an escalation point for the delivery of changes and resolution of service issues to ensure effective and timely communicationLiaise with Customer SDMs to identify key issues with services, monitor progress against issuesCo-ordinates the establishment and operation of strategies and any disaster recovery or business continuity tests relating to the services within the towerMaintain a relationship management database with the key information for supplier contacts, business contacts and escalation contactsDeliverables
The role shall deliver and maintain :
Ensuring the services across the towers are delivering against SLAChairing internal and external service delivery meetingsProvision of key service data reporting to cover all aspects of each service both operational and commercialShared ownership of the Service Improvement Programme within the tower with the PM / CSI teamsLists of key business, IT and Supplier contactsOversight of incidents / changes and problems within the tower to ensure business requirements are being delivered againstForm part of an escalation function to be on call within a rota providing 24x7 supportExperience & Knowledge
Managing virtual teams and working cross functionallyEstablished and managed business critical global services in a corporate organisationManaging and working with service providers and nurturing relationshipsService Desk or Support Group experienceDemonstrate problem solving capabilitySound understanding of corporate IT infrastructure from a management perspectiveDemonstrate the ability to take decisions where required, avoiding escalation where possible.Qualified in one of the following practices ITIL v2 / v3 / v4 to manager / expert / master level or qualified to a practitioner levelExperience of 247 shift workingSkills / Behaviours
Presentation and engagement at a C level within a global corporate organisationTenacity and diplomacy skills – will need to be able to overcome setbacks and barriers to resolutionStrong customer focus and empathy to business impact of services being deliveredHigh degree of systemic thinking (cause and effect) and demonstrated process improvement capabilitySufficient technical ability to be able to ask the right questions of service providers both internal and externalAbility to communicate with people at all levels of the organisation globallyDemonstrated negotiation and conflict resolution skillsWilling to work unsociable hours as necessary e.g. shift working