Senior IT Delivery Manager
We develop and operate customised IT solutions for the Vorwerk Group and drive the digital transformation with innovative services and agile methods. Our vision: ‘We are your IT @Vorwerk’ - an integrated part of value creation and a reliable partner within the Group, which can look back on more than 140 years of history.
As a successful international company, we offer a creative, collaborative work environment and support at every stage of life, ensuring work-life balance with various benefits.
Join us in shaping the future of Vorwerk.
End-to-end responsibility for the IT delivery (responsibility for the entire life cycle) of highly complex IT services within an IT product, including development and operations. Planning, managing, and controlling the provision of IT services for internal or external customers. The role holder is responsible for development in service-related projects, including ade-quate handover from development to operations.
The role works closely with the IT Product Owner to ensure seamless support and continu-ous improvement of IT services throughout their entire life cycle.
MAIN RESPONSIBILITIES AND ACTIVITIES
Supporting the entire life cycle of IT services (development, commissioning, operation, de-commissioning).
Governance, strategy, and compliance
• Collaborating with IT vendor management and the IT product owner on evaluation, selection, and SLA creation for external or internal partners or providers
Service delivery development
Responsibility for all activities related to the transfer of new or modified IT services into operation, if necessary, in cooperation with IT in-house consultants or IT project managers as well as business partners and IT providers:
• Ensuring IT delivery in terms of time and activity planning, provider selection, and so-lution selection for service-related projects
• Ensuring adequate handover from development to operations and ensuring docu-mentation of a new or modified service for the knowledge management process for all support levels (L0 = user, L1 = service, L2 = technical support)
• Setting up the operational processes for the new or adapted service
• In accordance with the specifications of the IT product owner and in coordination with the IT chapter IT Service & Operations Management: Determining and updating metrics for assessing service quality in IT operations and setting up service quality reporting.
Service Delivery Operations
Coordinating all activities for managing daily business relationships with various service providers and internal stakeholders and responsibility for managing the relevant service request catalog:
• Responsible for the operation of one or more IT services in terms of key perfor-mance indicators such as performance, availability, security, etc. This includes man-aging relevant events such as incidents, major incidents, problems, and changes for request fulfillment, as well as access management in coordination with the relevant stakeholders.
• Operational responsibility (= responsibility - across IT products and services) for one or more processes in service design, transition, or operations (e.g., incident man-agement or service request fulfillment) in coordination with the IT Service & Opera-tions Management chapter.
• Continuous improvement of IT services, including proactive analysis of ongoing in-cidents.
• Validation and control of running costs related to IT service operations, planning and coordination of future budgets for services in the area of responsibility with the help of IT product owners.
• Monitoring of continuous service delivery based on the SLA and KPIs
• Responsibility for the data quality of the service, for example, the data quality in the CMDB
CHALLENGES IN THE CONTEXT OF THE ACTIVITY
Organizational challenges
• Managing all escalations related to service operations
• Managing service operations with stakeholders, taking existing capacities into ac-count
• Ensuring sufficient and early consideration of IT delivery in projects that have an im-pact on service operations
Content-related challenges
• Managing the IT service life cycle, taking into account the IT portfolio and the re-spective domain portfolio
• Managing delivery relationships, in particular in coordination with other IT products and their respective IT product owners as well as external partners, based on SLAs and relevant reporting.
• Ensuring stable and efficient service operations at competitive costs.
EXPERTISE AND SKILLS
Expertise, skills, and experience
• Certification in a relevant IT service management framework (e.g., ITIL, Cobit)
• Basic knowledge of IT project management methods
• Extensive experience in supplier management
• English: Fluent business English, both spoken and written
Behavioral skills
• Ability to communicate openly and clearly with business partners, external service providers, and the internal organization across hierarchical levels
• Ability to work in a team
• Independent and proactive approach to work
• Intercultural competence
• Analytical and structured approach to work and the ability to explain and discuss complex issues logically and simply
Typical profile/educational background
• Bachelor's degree or comparable qualification
• At least 3 years of experience in service delivery management in the relevant field
Benefits that truly fit you:
Exciting challenges & career growth – Take on impactful challanges in an agile environment and actively shape your professional development.
Team success & continuous learning – We foster a culture of collaboration and shared achievements while investing in your ongoing growth, including an annual €2,500 budget for training, courses, and professional development opportunities.
Flexibility that fits your life – Enjoy flexible working hours with flextime options, 25 days of vacation, and half a day off on your birthday, plus the freedom to work from home for a better work-life balance.
Health & Well-being – Enjoy private health insurance with Sanitas, ensuring comprehensive medical coverage for your peace of mind, with the option to include your family through Flexible Compensation.
Annual Variable Bonus – Earn a performance-based bonus as a percentage of your annual gross salary (pro-rated), linked to both your personal achievements and the company's financial results.
Product Discount – Get a 50% discount on TM and Kobold vacuum cleaners, available for new purchases every three years.
Language Learning – Access online English and German classes to enhance your language skills and support your professional growth.
Flexible Compensation – Customize your benefits by allocating part of your salary to expenses like transport tickets, meal vouchers, and more, optimizing your tax savings and overall compensation.