Brambles companies, including CHEP, help move more goods to more people, in more places than any other organisation on earth. Our 350+ million pallets, crates and containers are continuously in motion, forming the invisible backbone of the global supply chain and the worlds biggest brands trust us to help them transport their goods more efficiently, sustainably, and safely. The likelihood is, if youve eaten it, worn it or used it, it was moved on or in one of our containers.
Brambles employs more than 10, 000 people and operates in over 60 countries with its largest operations in North America and Western Europe. For further information, please visit www.brambles.com.
Position Purpose:
The Regional Service Delivery Manager (Europe) will join the newly created IT Service Management function, will own the day-to-day execution of Service Delivery disciplines across the IT technology landscape. Supporting the Global Major Incident Manager, the Regional Service Delivery Manager will help manage the resolution (based on a follow-the-sun rota) of all Major Incidents occurring within all technology towers across Internal, External and 3rd Party suppliers. The Regional Service Delivery Manager will unite internal and external teams across Service Management, Technology Services Platform teams, Business Platform teams and Product teams to ensure suitable process automation is in place and that there is a collaborative and effective approach to both Service Delivery and Major Incident Management.
The Regional Service Delivery Manager will develop and embed processes throughout Technology that focus on delivering service excellence to our Brambles users, this will include the delivery of improved Incident Management and Service Delivery processes (Proactive queue management, Push Left, Reduced Reassignment Counts, Aged Ticket analysis, Request and Approvals automation etc.) and other Service Demand related processes focused on positive customer satisfaction and continuous service improvement.
The Regional Service Delivery Manager will be responsible for reviewing, updating and then owning all documentation related to Regionally focussed Service Delivery Standards, Policies and Processes and will ensure that communication and training is undertaken across Brambles and its Suppliers and 3rd Parties where future changes to Service Delivery Standards, Processes and Policies are required.
The Regional Service Delivery Manager will ensure all requirements for Regional Service Delivery reporting, data and information are understood across all workflows and processes that integrate with Regional Service Delivery Processes (Demand, Availability, Incident, Problem, Knowledge, Change, Configuration etc.).
The Regional Service Delivery Manager will be responsible for supporting the leadership and direction of the newly created IT Service Management function and will be expected to contribute to the formation of a service management culture within Brambles.
This role will also act as Global Major Incident Manager and facilitate the timely recovery of all service-affecting technology incidents and management and control of Service Delivery Management within Brambles. The Regional Service Delivery Manager will be expected to contribute to trend reporting, Root Cause Analysis and improve Regional levels of User satisfaction, so is therefore a key operational role in the technology organisation and requires the ability to operate effectively under pressure and to demanding deadlines.
Qualifications:
Essential Qualifications
- Bachelors degree in Computer Science, Information Systems, Business or related field, Masters preferred or equivalent combination of education/experience.
- ITIL v.3 or v.4 Specialist Qualification
SIAM knowledge
Experience:
- Significant previous experience within an IT focused role.
- 5+ years experience managing or influencing technical staff and projects.
- Proven success and significant background in improving the customer experience.
- Experience working within a matrix structure.
Stakeholder relationship management
- Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management.
- Implements a communications strategy, including -but not limited to- handling of complaints; problems and issues; managing resolutions; corrective actions and lessons learned; collection and dissemination of relevant information appropriately
- Takes full responsibility for the definition and entire management from start to finish including -but not limited to- costs, schedule, resources, risks, quality, testing, documentation and change management until production with satisfactory completion of medium-scale projects (typically lasting 6-12 months, with direct business impact, teams of 3-5 and firm deadlines).
- Provides effective leadership to the project team and takes appropriate action where team performance deviates from agreed tolerances.
- Develops and manages contracts with suppliers to meet key performance indicators and agreed targets, taking account of information security of third parties.
- Carries out benchmarking and makes use of supplier performance data to ensure that supplier performance is properly monitored and regularly reviewed.
- Is responsible for the management and implementation of supplier service improvement actions and programmes.
- Multi-domain technical expertise (in at least 4 areas) including: data center, hosting platforms, messaging/collaboration, client services, voice & data networks, application technology services, and IT service management
- ITIL v.3 or 4 specialist certification; working knowledge of IT Service Management
- Experience using ServiceNow
