Service Delivery Manager

1 month ago

Turku, Southwest Finland Codento Full time
About the Role

We are seeking an experienced Service Delivery Manager to join our team at Codento. As a key member of our organization, you will be responsible for managing, leading, and developing our Continuous Application Management (AM) Service deliveries and capabilities in our Enterprise, Government, and Health sector customers.

Key Responsibilities
  • Service Delivery - Ensure value, profitability, and quality of service delivery in your customer engagements. Manage customer operative relationships and ensure high levels of customer satisfaction throughout the service lifecycle.
  • Change Management - Review and prioritize change requests, assess their impact together with system specialists and the customer. Organize the development work and ensure that the development tasks and releases are delivered on time.
  • Transition and Transformation Projects - Take ownership and full responsibility for designated project success. Develop our capabilities and value proposition of cost-effective Transition and Transformation projects to ensure smooth change, mitigate delivery and contractual risks.
  • Methodologies, Tools, and KPIs - Develop and implement fit-for-purpose service management practices in the area of responsibility. Define and implement KPIs & benchmarks and introduce tools and methodologies as necessary to manage service delivery.
  • Pre-Sales - Proactively collaborate with business leaders and sales teams to develop business cases that generate value for clients and demand for Codento services. Act as a Subject Matter Expert to convince the customer that we are the best partner to ensure their business continuity and continuous development in an ever-changing business environment.
  • Team Management and People Leadership - Build service delivery teams, coach individuals, and inspire them for high performance. Forecast demand and supply, and thus ensure our capacity to deliver. Participate in hiring processes, onboarding, team building, and performance management.
Requirements
  • Strong track record in IT Service Delivery, Application Management, Service Management, Transition & Transformation, and Service Portfolio Management with in-depth understanding of service management methodologies, tools, and best practices, preferably with a mix of 'client side' and 'consulting side' experience.
  • Deep experience in 3-5 of these disciplines, with at least some working knowledge of the following: Software Development, Capability and Offering Development, Transformative Outsourcing, Finance Management (Revenue Recognition, Earned Value Management, Cost Allocation Models), Bid Management, Public Procurement, Quality and Risk Management, and P&L accountability.
  • Target orientation and proven track record on delivering on promises.
  • Demonstrated proficiency in communication and stakeholder management.
  • Evidence of service value proposition and capability development.
  • Experience in driving process improvements, change management, and business transformation initiatives.
  • Experience in building and working with multi-functional cross-border teams and clients from various industries.
  • Formal certifications in Service, Project, and Portfolio Management are an advantage.
  • Fluent English, both written and spoken.

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