IT Service Delivery Manager

The Company
Founded in 1955, Yusen Logistics is a global supply chain logistics company that provides ocean and air freight forwarding, warehousing, distribution services, and supply chain management – a seamlessly connected suite of supply chain solutions that delivers superior value, reliability, and expertise. Yusen Logistics is committed to developing employees that deliver consistent quality and service to our customers, and providing them with the skills, training, support, and opportunities they need to be successful. As a company we’re dedicated to a culture of continuous improvement, ensuring everyone who works with us is committed, connected and creative in making us the world’s preferred choice.

About IT at Yusen
It’s an exciting time to join us as we’re transforming the way we deliver IT at Yusen Logistics (Europe). Digitalization, innovation and taking our IT to the next level will be core to our future success, and we’re on a journey to create one European IT organization to take on this challenge. We’re bringing together our talented IT professionals from 12 counties as one team. They’ll be working beyond geographic boundaries, with clear technical career paths and great development opportunities. Our people are the energy behind our IT and we’re committed to making IT a great place to work for everyone. Could you play a part in helping us to achieve our ambitions?

About the Job:
This role is essential in ensuring the smooth and efficient delivery of IT services to our internal stakeholders and customers across the Yusen Europe region. As an IT Service Delivery Manager, you will be a primary point of contact, liaison, and escalation for operational IT services, ensuring that IT services are delivered to the agreed quality and timeliness.
This will also include responsibly for building and maintaining excellent relationships with key stakeholders and suppliers, continually improving the efficiency and effectiveness of the IT services delivered.

RESPONSIBILITY AREA and KEY ACTIVITIES.
IT Service Delivery
• Oversee the day-to-day operation of IT services, ensuring that service levels are met or exceeded.
• Collaborate with internal stakeholders to understand their needs and requirements for IT services.
• Foster strong relationships with clients to understand their expectations and address any concerns or escalations.

People
• Provide guidance and support to the team members.

Procedure and Compliance
• Monitor and analyse performance metrics to identify areas for improvement and implement corrective actions. Support, develop and implement IT service delivery strategies, policies, and procedures.
• Drive continuous improvement initiatives to enhance the effective and effectiveness of service delivery processes. Identify potential risks or issues that may impact service delivery and develop contingency plans.
• Ensure compliance with industry standards, regulations, and best practices in IT service management.

ITIL and ITSM
• The ability to take over critical ITIL roles such as Major Incident, Change and Risk Manger when needed.
• Ensure that documentation, records, and evidence are correctly correlated and updated.

QUALIFICATONS

REQUIRED LEVEL OF EDUCATION
• Degree level or applicable experience required.

RELEVANT EXPERIENCE
• Previous experience in Service delivery and Helpdesk support
• Excellent knowledge of ITSM and ITIL process, from both a theory and practical implementation
• Strong knowledge of Servicenow or a similar ITSM Tool

REQUIRED SKILLS
• The ability to influence stakeholders both internally & externally and at different levels of seniority
• Flexible and proactive approach
• Excellent communication and customer service skills
• Ability to implement and drive change across the organization
• IT – Outlook, Excel, PowerPoint
• Ability to withstand pressure and work to tight deadlines

COMPETENCES
Openness:
• Is willing to consider new ideas without prejudice. Encourages a free and respectful exchange of thoughts and opinions among employees. Demonstrates objectivity and fairness.
• Identifies trends to anticipate customer needs.

Customer Focus:
• Emphasizes the importance of customer relationships, service and satisfaction. Implements initiatives and processes that improve customer satisfaction.
• Removes obstacles to enable the team to build and sustain a customer-focused environment.

Reliability:
• Recognizes when matters require their involvement or intervention. Readily available to employees for assistance and guidance as needed. Proficient and knowledgeable in their area of responsibility. Identifies and corrects conditions that affect employee safety; checks for and reports potential hazards or breaches.

Teamwork:
• Develops team momentum, enthusiasm and pride. Promotes powerful team dynamics. Draws on the strengths of all team members to achieve results.
• Effectively confronts and resolves conflict situations within the team. Fosters cooperation and collaboration between teams and across functions.

Accountability
• Prioritizes and manages work allocation effectively. Maintains consistent standards for quality results.
• Holds self and other accountable for meeting objectives. Is willing to accept ultimate accountability for shortcomings of subordinates.

Problem Solving:
• Gathers and interprets information accurately to identify effective solutions. Is willing to address issues, even under pressure, ambiguity, criticism or tight deadlines.
• Displays confidence in solutions; does not second guess self. Coordinates problem solving efforts with other departments or groups as needed.

Proactivity:
• Develops new methods, procedures and approaches. Acts in anticipation of future business needs or changes.
• Encourages team and others to take initiative rather than waiting for direction.


What we offer.

A unique opportunity to engage, drive and develop yourself in a global company. This role comes with a great deal of freedom, responsibilities and challenges. Naturally we offer a competitive salary and benefits.

Diversity Statement.

At Yusen we are committed to fostering a working environment that embraces diversity, equity and inclusion (DE&I) for all our employees and stakeholders. We are an equal opportunity employer that recognizes the value of a diverse workforce. Benefiting from creative solution derived as a result of embracing differences. All qualified individuals will receive consideration for employment.