Service Delivery Manager (SDM) ? Service Management Office (SMO), Service Desk and End User Services
Service Delivery Manager (SDM)
Service Management Office (SMO), Service Desk and End User ServicesIf you live safety always and everywhere and have a strong desire to build a better tomorrow then look to the company who helps feed the world.Cultivating Excellence is Agriums culture of ownership and joint accountability. At its heart, Cultivating Excellence is about achieving superior results with integrity together, connecting and collaborating across the entire organization.While we have great people, it is not just about that; its the ability to own your own engagement, the opportunity to be innovative. Its the opportunity to grow and develop your career in ways you never imagined while teaming up with people with a passion to make a difference in the world. Who You Will Work WithYou will work daily beside teams of people who will care about your safety on the job and at home. Together, you will have a Commitment to Zero and follow our 3 Safety Principles: Do It safely or not at all, There is always time to do it safely, and Care for each others health, safety and security. Growth is a top priority for Agrium and it doesnt just apply to the nutrients we make or the size of our business. Agriums Information Technology (IT) team is transforming how we deliver technology to the company; a leading global manufacturer of crop nutrients and retailer of agricultural inputs. These are exciting times for IT at Agrium. We are on a journey to achieve IT excellence and are looking for the right person to be part of our new IT organization.Australia IT is part of the global Agrium IT organization which implements a global/regional/local model.Australia IT services have been outsourced to a Managed Service Provider. Transition to a new service provider is scheduled between January 2017 and end of March 2017. Services include infrastructure, end user services, and application services.By business function, technology, or service area, the Service Delivery Manager Role is responsible for oversight of SMO Service Desk and End User Services including user administration along with functions of Service Management delivered by the managed service partner. The role is responsible for oversight of supplier delivery, support for the implementation of change, financial management, and lifecycle management of platforms and applications. This role is key in assuring Agriums suppliers support the organization effectively by delivering according to expectations, monitoring organizational satisfaction with delivery, driving service improvement, and understand where gaps may exist in supplier capabilities.Key Responsibilities:Service Delivery Oversight- Understand the scope of partner services as defined in partner agreements – Assess business priorities to manage enhancement queues for partner delivery- Communicate with the Business Relationship function on key incidents- Understanding and validation of SLAs, KPIs, and CSLs to ensure contractual support adherence and business satisfaction- Maintain beneficial relationships with service delivery partners to provide effective support- Key escalation point for service issues- Flexible in assisting both the business and support partners with unknowns and ownership or redirection- Continual awareness and validation of service scope with relative resource units to ensure accurate billing and optimize costs- Ability to drive partner for service improvement, uncovering trends in reporting, incidents, or problem management- Negotiation with peer partner leads for determination of operational tasks, minor enhancements, or project formalization with requests- Ability to assess risks and issues, either addressing at SDM level or knowing when to escalate for committee visibility and resolution- Interacts with the Global SMO process owners who are the governing committee in charge of all enterprise process services for both North America and Australia.- Architectural direction/decision will be governed by the North American Solution Architects (SA) overseeing the Collaboration/Messaging and Centralized Infrastructure domains. Leadership / Interpersonal:- Effective with creative solutioning and communication to influence others or facilitate resolution of a problem / business issue. Uses negotiation skills when appropriate.- Provides technical/process expertise and guidance and working towards common goal. Brings appropriate individuals together to accomplish business objectives; facilitates access to critical competencies; knows whom to call, whom to involve.- Identifies and cultivates relationships with key stake holders representing a broad range of functions and levels; uses informal networks to get things done; builds strong external networks with people in the industry or profession.- Actively attends to and conveys understanding of the comments and questions of others; listens well in a group.
Creates an environment encouraging the open exchange of information and viewpoints.- Proactively shares timely updates and information with relevant parties. – Applies self-management techniques to include: acting with integrity, demonstrating adaptability, setting personal development goals, and working efficiently.- Able to communicate at various levels from senior business stakeholders to technical subject matter experts in designing and developing technical solutions to business needs.Qualifications:- Bachelors in Computer Science, Business Management, or related field- Five years designing and developing technology solutions for IT/Business projects of varying complexity and global scope, translating business requirements to deliver technical solutions that enable.- Five years in a role of design and support with collaboration, messaging, and unified communication environments, working in an SME capacity.- Five years experience with managing metrics for a Service Desk (HDI experience/certification would be an asset), leading an ITIL based delivery model of Service Management under an outsourcing model is preferred.- Preference in experience fulfilling a lead role in unified communications designing and/or maintaining integration cross-platforms where business collaboration is enhanced.- Demonstrated ability to troubleshoot and isolate impactful collaboration and messaging issues with the capability to quickly focus on a plan for response and resolution. Expertise in problem resolution and identification of RCA for service improvement.Why Agrium?Winning together; Our Cultivating Excellence culture coupled with