Service Delivery Manager

Our Vision.

SBM Offshore believes the oceans will provide the world with safe, sustainable and affordable energy for generations to come. We share our experience to make it happen.

Our Profile.

We design, build, install and operate offshore floating facilities for the offshore energy industry. As a leading technology provider, we put our marine expertise at the service of a responsible energy transition by reducing emissions from fossil fuel production, while developing cleaner solutions for renewable energy sources. More than 7,000 SBMers worldwide are committed to sharing their experience to deliver safe, sustainable and affordable energy from the oceans for generations to come. Together, we are driving progress forward in a TRUE. BLUE. TRANSITION. 

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ROLE PURPOSE
The Service Delivery Manager will oversee the delivery of Smart Enterprise Digital services (incl IFS) to the customers (Internal and External). 
He / She will be responsible for leading a team composed of IT Release Manager and technical professionals, ensuring that services are delivered as per SLAs, on quality and in compliance with IT General Controls. 
The Service Delivery Manager will also be responsible for identifying and mitigating risks and issues related to service delivery and working closely with functional teams and IT teams to continuously improve service delivery processes.

ROLE CONTRIBUTION
- Lead a team composed of IT Release Manager, service delivery professionals and technical specialists including training, and performance management
- Develop and maintain service delivery processes and procedures, including service level agreements (SLAs), service catalogs, and escalation processes
- Ensure that services are delivered on time and on quality (Incidents, Service Requests and Changes)
- Ensure compliance with IT General Controls (ICoSIT), other applicable audit controls and industry regulations and standards
- Manage the contract with External Partners and monitor/report on the performance of the external service providers
- Identify and mitigate risks and issues related to service delivery, including those related to service quality, availability, and security
- Collaborate with functional teams and IT to ensure that services meet business needs and align with company strategy
- Develop and maintain strong relationships with customers (Internal and External) and act as the primary point of contact for service delivery issues and inquiries
- Continuously evaluate and improve service delivery processes and technologies
- Stay up-to-date with emerging service delivery trends and technologies

BEHAVIOURAL COMPETENCIES
- Excellent communication in English both verbal and written
- Ability to lead through collaboration with effective stakeholder (internal and external) management
- Able to work effectively with a wide range of teams (including external partners)
- Ability to work in a fast-paced environment and manage multiple projects simultaneously
- Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
- Using compelling arguments to gain the support and commitment of others.
- Gaining the confidence and trust of others through honesty, integrity, and authenticity.
- Rebounding from setbacks and adversity when facing difficult situations
- Strong analytical and problem-solving skills

TECHNICAL COMPETENCIES
- Excellent ITIL knowledge (ITIL certification is preferred)
- Proven experience managing the delivery of ERP services (IFS is preferred)
- Knowledge of ERP systems and processes (IFS is preferred)
- Strong experience with service delivery tools, such as IT service management (ITSM) software and monitoring tools (ServiceNow is preferred)
- Good knowledge in Scrum Agile methodologies (Certification is preferred)
- Strong understanding of service delivery processes, including SLAs, service catalogs, and escalation processes
- Excellent reporting, organizational, and communication skills
- Contract management skills

EDUCATION / EXPERIENCE
- Master’s degree in Business, Information Technology, or a related field
- 7+ years of experience in service delivery management, preferably on ERP related services