Ta oferta pracy jest nieaktualna od 14 dni. Sprawdź aktualne oferty pracy dla Ciebie

IT Service Delivery Manager, Wide Area Networks

  • Wrocław, dolnośląskie pokaż mapę
  • Kierownik
  • 21.02.2019

    Pracodawca ma prawo zakończyć rekrutację we wcześniejszym terminie.

    top
    Smith & Nephew is a global advanced medical technology business. We support healthcare professionals in more than 100 countries to improve the quality of life for their patients. Since 1856, when our founder T.J. Smith developed a new method for refining cod liver oil, and in World War One when his nephew led the supply of wound care products, to the present day, Smith & Nephew continues to pioneer health solutions.
     
    Through our market leadership positions in Sports Medicine, Trauma, Orthopaedic Reconstruction and Advanced Wound Management, our 16,000 employees continue to improve outcomes and expand access, constantly striving to create value for healthcare professionals, patients, payers and shareholders.
    IT Service Delivery Manager, Wide Area Networks
    Workplace: Wrocław
     
    The IT Service Delivery Manager, Wide Area Networks, is responsible for the delivery of service strategy, network technology roadmap and lifecycle, service development and service delivery performance for wide area networks. The IT Service Delivery Manager will enable a proactive customer-centric culture; deliver the transformation of network technology and services; and deliver continuous improvement in service performance and cost targets. The scope of Wide Area Networks includes core wide area networks, SD-WAN overlays, access networks, local metro and point-point services, SIP trunking, voice networking and dial plans. Over the next 18-months Smith & Nephew will transform the Wide-Area-Network to support Smith & Nephew's growth in a Digital World. This role will play a key part in defining, implementing, transitioning and developing the network service. This role is based in our Tech Hub in Wroclaw and reports to the Senior Manager, Networks and is a member of the Enterprise Technology team.
    The primary success measures are:
    • IT Metrics Achievement: achieve IT metrics and SLAs for delivered solutions and services
    • Service Delivery: achieve budget, schedule, and quality objectives for delivered solutions and services. Drives continuous improvement in solution performance, reliability, compliance, and efficiency.
    • Stakeholder Satisfaction:  achieve high stakeholder satisfaction
    • Landscape Leverage: attain high leverage of technology assets & continually simplify IT landscape
     
    Key responsibilities:
     
    Service Management:
    • Responsible for delivering IT services throughout the service lifecycle within the agreed service levels. Identify service vendors, establish services and manage vendor performance.
    • Manage and provide visibility on the maintenance of wide area network availability, reliability, maintainability, outage serviceability & continuity requirements against the cost justified service and operating/service level agreements for the service
    • Plan, direct and coordinate the efforts of suppliers’ operations teams to manage and maintain BAU service, the provision of the wide area network services
    • Oversee the general health of the live service required to meet business requirements.
    • Oversee implementation of, and adherence to, security standards (security strategy set by Security Architecture).
    • Ensure ongoing architectural integrity of the service throughout its lifecycle.
    • Ensure that all IT Service Management processes, Service Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets.
     
    Delivery Management:
    • Plan, Lead and deliver project and enhancement delivery in agile manner.
    • Lead the delivery execution of the wide area network projects to achieve scope, schedule, financial,
      & quality commitments through operating a metrics-based management system, ensuring adherence to principles and standards in the solution lifecycle management process.
    • Collaborate and leverage IT competency centres and shared services
    • Ensure the project success metrics are met.
     
    Location: Wroclaw
     
    Education:
    • Requires Bachelor's degree in computer science / information technology or equivalent experience
     
    Licenses/ Certifications:
    • Training/certification in ITIL, Agile, Project Management preferred
     
    Experience:
    • Typically has 10 years of IT work experience, with at least 5 years of service and delivery management experience in global and complex environments
    • 2 to 3 years of managing a global network service provider on behalf of an enterprise; or 5 to 6 years of leading a global network service providers delivery into an enterprise
    • Leadership of similar scale network transformation, including selecting a service provider, building transformation plans, service transition and bringing into steady-state
    • Experience of setting network strategy, proposing improvements, building a business case and initiating network projects
    • Experience of managing a network services budget greater than $8m/year
    • Experience of measurable service KPI improvements
    • Experience of driving automation to improve service levels and reduce costs
    • Running Major Incidents, Crisis Management and Business Recovery
    • Sourcing and optimising access bandwidth from global services providers
    • Has worked in a regulated business.
    • 2 to 3 years of managing a global network service provider on behalf of an enterprise; or 5 to 6 years of leading a global network service providers delivery into an enterprise
    • Leadership of similar scale network transformation, including selecting a service provider, building transformation plans, service transition and bringing into steady-state
    • Experience of setting network strategy, proposing improvements, building a business case and initiating network projects
    • Experience of managing a network services budget greater than $8m/year - Experience of measurable service KPI improvements
    • Experience of driving automation to improve service levels and reduce costs - Running Major Incidents, Crisis Management and Business Recovery
    • Sourcing and optimising access bandwidth from global services providers
     
    Competences
     
    Required:
    • Expert knowledge of network technologies including MPLS, SD-WAN, L2/L3 backbones, internet-peering, global SIP trunking, dial-plans, IP telephony
    • Strong knowledge of network security policies, technologies and operations
    • Strong knowledge of network management tooling and some knowledge of API driven software definition of network.
    • Strong knowledge of IT Service Management operating models for infrastructure (ITIL) and ServiceNow (preferred) or equivalent tools
    • Experience in IT delivery and Service management in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
    • Strong knowledge of ITIL disciplines
    • Experience of managing 3rd parties and 3rd party delivered services
    • Experience in managing IT for multiple sites, in multiple geographic
    • Effective negotiation skills
    • Proficient in building collaborative teams, maintain calm and focus under pressure and instil that ability in others, and be effective communicators
     
    Preferred:
    • TOGAF Certified
    • Any of the ITSM Frameworks
    • COBIT Foundation
     
    General:
    • Communicates and negotiates effectively in English, both formally and informally.
    • Ability to operate effectively in a global multi-cultural environment and drive harmonization and standardization
    • Analyses, designs, plans, executes and evaluates work to time, cost and quality targets.  Analyses needs and advises on scope and options for continuous operational improvement.
    • Demonstrates creativity, innovation and ethical thinking in applying solutions for the benefit of the customer/stakeholder.
    • Maintains an awareness of developments in the industry. Takes initiative to keep skills up to date.
    • Proactively ensures security is appropriately addressed within their area by self and others. Engages or works with security specialists as necessary. Contributes to the security culture of the organisation.
     
    Travel Requirements:  <10%  
     
    Key Skills and Responsibilities:
     
    Availability management - Provides advice, assistance and leadership associated with the planning, design and improvement of service and component availability, including the investigation of all breaches of availability targets and service non-availability, with the instigation of remedial activities. Plans arrangements for disaster recovery together with supporting processes and manages the testing of such plans.
     
    Contract management - Oversees and measures the fulfilment of contractual obligations. Uses key performance indicators (KPIs) to monitor and challenge performance and identify opportunities for continuous improvement. Develops strategies to address under-performance and compliance failures, including application of contract terms. Identifies where changes are required, evaluates the impact, and advises stakeholders about the implications and consequences for the business and/or the procurement element of programmes/projects. Negotiates variations and seeks appropriate authorisation. Actively supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes. Develops and implements change management protocols.
     
    Service level management - Ensures that service delivery meets agreed service levels. Creates and maintains a catalogue of available services. In consultation with the customer negotiates service level requirements and agrees service levels. Diagnoses service delivery problems and initiates actions to maintain or improve levels of service. Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.
     
    Network Support - Maintains the network support process and checks that all requests for support are dealt with according to agreed procedures. Uses network management software and tools to investigate and diagnose network problems, collect performance statistics and create reports, working with users, other staff and suppliers as appropriate.
     
    Network Design - Produces outline system designs and specifications, and overall architectures, topologies, configuration databases and design documentation of networks and networking technology within the organisation. Specifies user/system interfaces, including validation and error correction procedures, processing rules, access, security and audit controls. Assesses associated risks, and specifies recovery routines and contingency procedures. Translates logical designs into physical designs.
     
    Network Planning - Creates and maintains network plans for own area of responsibility, contributes to setting service level agreements, and plans the infrastructure necessary to provide the network services to meet such agreements
    • Private health care | multisport card | life insurance
    • Subsidies for trainings | postgraduate studies
    • Annual bonus | sharesave plan | going extra miles program
    • Subsidized meals and fruits | integration parties
    • Possibility of working remotely | flexible working hours
    • Possibility of growth in the life sciences start-up company
    • Caring, collaborative and courageous business environment
    • Relaxation zones in the modern workplace
    • Company car
    Osoby zainteresowane prosimy o przesyłanie aplikacji klikając w przycisk aplikowania.