Regional Lead IT Service Delivery ETS

The role of IT Service Delivery Manager (ITSD) will play a critical role in ensuring the efficient and effective delivery of IT services within the Enterprise Technology Services (ETS) organisation. This role requires a proactive and strategic leader with outstanding communication technical and leadership skills to oversee service delivery manage IT projects and maintain strong relationships with stakeholders.

Duties and Responsibilities

IT Service Delivery:

• Lead and manage the ITSD function within the designated foodpanda markets.
• Collaborate with global and regional ETS teams to ensure consistent service standards and alignment with corporate ETS policies and guidelines.
• Establish and maintain effective communication channels to address ETSrelated concerns and service requests promptly.
• Develops and maintains continuity plans to address local business continuity.

Team Coordination and Management:

• Supervise and guide a team of ITSD professionals responsible for providing onsite and remote ETS support.
• Set clear performance goals conduct regular performance evaluations and support career development for team members.
• Foster a culture of teamwork knowledge sharing and continuous improvement within the local ETS teams.
• Coordinate training and orientation for new employees to enable them to become productive upon onboarding.
• Business travel may be required to local markets.

Incident and Problem Management:

• Oversee the resolution of ETS incidents and problems to meet defined service level agreements (SLAs) and minimize business disruptions.
• Implement best practices for incident escalation and timely communication with affected parties.

IT Project Management:

• Coordinate and lead ETS projects within the cluster/local market collaborating with project managers business stakeholders and ETS teams.
• Ensure project timelines budgets and objectives are met while adhering to quality standards.

Vendor Management:

• Engage and manage relationships with IT service vendors and suppliers.
• Monitor vendor performance service levels and contract compliance to ensure quality service delivery.

IT Governance and Compliance:

• Ensure adherence to ETS policies procedures and security standards.
• Works with Regional and Global InfoSec teams on promoting IT security awareness incountry and taking appropriate steps to address security breaches if necessary
• Collaborate with internal and external audit teams to fulfil ITrelated audit requirements.

Budgeting and Resource Allocation:

• Assist in developing the ETS budget and allocate resources effectively to achieve optimal service delivery.
• Monitor and control ETS expenditures within the assigned budget limits.
• Advises human resources colleagues on staffing needs and participates in the hiring and training process.

Stakeholder Engagement:

• Build and maintain strong relationships with business stakeholders in the cluster.
• Conduct regular meetings to understand their IT needs and align IT services accordingly.

Qualifications :

• Proven experience (5 years) in leading a team in ITSD management including experience managing multiple locations or a cluster of offices.
• Understanding of IT service management principles and frameworks such as ITIL.
• Excellent leadership communication and interpersonal skills.
• Demonstrated ability to manage and prioritize multiple projects and initiatives.
• Familiarity with project management methodologies and tools.
• Knowledge of IT security compliance and governance practices.
• Experience in vendor management and contract negotiation.
• Fluency in written and spoken English to work effectively in a multicultural and diverse environment.
• Relevant certifications (e.g. ITIL PMP) are advantageous.

Additional Information :

What we offer:

• A dynamic and challenging work environment.
• A company committed to developing you personally and professionally.
• A great working atmosphere with regular company and team events.
• A vibrant and international team committed to diversity and inclusion.
• Responsibility from day one in a fast growing and global company.
• Other benefits include free food health and dental insurance and learning and development opportunities!

Our parent company Delivery Hero is a global leader in the food delivery industry processing over 3 million orders every day and operating in 40 markets in the world with 18000 employees and approximately 500000 restaurant partners.

Remote Work :

No

Employment Type :

Fulltime