Service Delivery Leader - IT Services
Department : End User Digital Workplace (BP15094)

Introduction
We are looking for a Service Delivery Leader to deliver services in following areas.

1. Service Desk - Remote support
2. HAM - Hardware Asset Management, Demand management of End user IT devices and peripherals
3. Client Services - Standard Desktop/Laptop, Factory Workstations, Mobile Device Management, Virtual Client
4. Unified Communication and Collaboration - E-mail, Information Sharing, Conferencing, Contact Center

Service Delivery leaders will oversee and monitors the actual services levels, controls that they are in line with targeted service levels and manages corrective actions with the supplier.

Service Delivery Leader participates in runtime process interactions with the supplier: releases and deployments, change management, escalation of incidents and problems, etc.

The Service Delivery Leader is commercially responsible for service delivered by the supplier, which includes both budgeting and follow-up, notably approving all service volumes invoiced by the supplier.

He is also responsible for demand management of IT devices and peripherals. He will monitor and ensure the availability based on the forecast. The role is expected to work with various IT suppliers and partners to establish the business relationship and fulfill the IT requirements all UD global locations.
Job Mission
The mission is to ensure that all services within the service area are delivered according to contracted supplier obligations. The focus is to deliver business benefits by managing deliveries of services, in close collaboration with UD stakeholders and with the supplier(s). This can also involve contractual negotiations to modify, clarify or optimize the services provided by the main supplier and potentially with sub-suppliers or other direct UD suppliers of infrastructure services, software or hardware.

The Service Delivery Leader monitors the actual services levels, controls that they are in line with targeted service levels and manages corrective actions with the supplier. Also, the Service Delivery Leader oversees and participates in runtime process interactions with the supplier: releases and deployments, change management, escalation of incidents and problems, etc. The Service Delivery Leader is commercially responsible for service delivered by the supplier, which includes both budgeting and follow-up, notably approving all service volumes invoiced by the supplier. The Service Delivery Leader has mandate to block any wrong or unwarranted invoicing and to ensure it is being corrected, to comply with UD budgets and purchase orders.

Services provided can be either directly consumed by UD business stakeholders or technical services consumed by Solution units. Services are most often fully global, and the Service Delivery Leader has the tactical responsibility for optimizing and over time improving those services.

Job Context
The Job exists within the function(s) in charge of developing and governing the Infrastructure Services of UD Trucks while ensuring their delivery and usage, with the ambition to contribute to UD Trucks competitiveness by delivering standardized and fit for purpose infrastructure services, maintaining a balance between time to market, cost and quality.

There are three main service portfolios, each subdivided in a few sub-portfolios: application infrastructure, core infrastructure and end user services. A Service Delivery Leader is typically responsible for one or several services within a sub-portfolio (sometimes, for all services within one sub-portfolio).

Sub portfolios in End User Services which is main scope of Service Delivery Leader – IT Services are as below.

Service Desk
Lead and manage the IT service desk to ensure timely and effective resolution of service requests and incidents, maintaining high levels of customer satisfaction and adhering to service level agreements (SLAs).

HAM and Demand Management
End user hardware life cycle management across UD Trucks and maintain the necessary tools and process related to HAM compliance and audits. Oversee the coordination and fulfilment of end-user IT device and peripheral requirements, ensuring efficient and cost-effective Standard IT equipment catalogues and manage HW CAB processes

Client Services
Manage and support end-user computing environments, including Standard Desktop/Laptop, Factory Workstations, Mobile Device Management, and Virtual Client solutions, ensuring optimal performance, security, and user satisfaction across UD Trucks.

Unified Communication and Collaboration
Ensure the effective communication and collaboration solutions, facilitating seamless interaction and productivity across the organization in UD Trucks, while managing service performance and user support.


Responsibilities
Responsibilities at Professional
Define, drive and engage in stakeholder interaction model and communication
Coordinate supplier deliveries including overall interaction model between UD and supplier stakeholders
Ensure UD SLAs demands are clearly understood by all parties
Define and enforce rules and ways of working with supplier regarding operational processes
Be the subject matter expert for his service portfolio in interaction towards UD, supplier and other stakeholders
Oversee management of service incidents & problems with the supplier, notably handling of related escalations
For shared infrastructure changes, approve that the change plan, risk mitigation plan and schedule are acceptable from a business point of view. Ensure adequate testing before their implementation. Review and approve changes in production and could participate in Enterprise change advisory board
For onetime deliveries, validate non-standard requests and support requestor organizations in review of proposals and in case of delivery escalations
Business / end user experience value driven design of a digital workplace, covering services, processes and IT Infrastructures
Service delivery governance and service improvements
Compare the actual service levels with the targeted service levels in cooperation with the supplier
Provide report and alerts regarding actual service levels. Follow up on SLAs and report quality
Consolidate end-user and business stakeholders’ satisfaction with actual service level in a common dashboard, to monitor the supplier’s performance
In case of service level breach, make sure the appropriate corrective action plan is developed and implemented. If target service level is not met, challenge and assist the supplier(s) with the development and implementation of corrective action plans
Drive continuous improvement of the services delivered by the supplier
Contribute to IT long term plan based on the service roadmap / strategic target, responsible to define and drive within own portfolio scope
Financial, contractual and commercial management of services
Forecast, budget and follow up on volumes and total costs and give input to Capacity Management
Follow-up on volumes and total costs for services consumed by UD: approve volumes invoiced by supplier and ensure corrections when needed
Define forecast of futures volumes and costs and give supplier input to Capacity Management
Drive volume optimization
Make proposal to change or add Resource Units for own area if needed in collaboration with the SAL
Participate in negotiations with supplier about new/modified services and related terms and conditions including pricing, penalty schemes, service quality indicators, with impact spanning the full partnership term
Prepare product budget for his area and follow-up actuals
For onetime requests above some level and complexity, validate that proposals comply with the contract
Contribute to define investment budget for out of scope sites for his area if applicable
Contribute to define and explain the charge back model to internal customers of services within the SDLs responsibility

Financial Responsibilities
See above

Personnel
No direct personnel responsibility, but managing the delivery of supplier implies driving activities performed by the supplier teams and often direct or indirect coaching of supplier personnel, where exerting influence and often negotiation are required
The service delivery leader also liaises between UD teams (Onsite, Solution Units, ..) and Supplier, in particular regarding escalations and complex issues requiring the SDL expertise and authority to be solved.

Additional Responsibilities
Set directions and drive ways of working for an entire Service Area, regarding Service Delivery Management
Drive negotiations with supplier about new/modified services and related terms and conditions including pricing, penalty schemes, service quality indicators, with impact spanning the full partnership term
Coach less experienced Service Delivery leaders and potentially also Service Area Leaders and architects.
Represent several service portfolios towards internal or external stakeholders

Preferred Skills and Qualifications:

• Proven knowledge of service transition, and continuous service improvement (ITIL) and proven experience working with ITIL-aligned service runtime activities
• Ability to listen, cooperate and support decisions making
• Good communication skill Good practice in negotiation and facilitation of decision making. Ability to convince and manage stakeholders in scope
• Advanced knowledge of several services in own sub-portfolio
• Experience working in a global environment. Ability to deal with multi-cultural context
• Proven experience working in a global environment from an IT or business point of view
• Experience of running Business with financial accountability
• Knowledge of IT processes
• Good knowledge in managing relationship and negotiations with supplier(s)
• Ability to get things done and execute as planned
  
• Ability to drive supplier personnel in joint activities
  
• Ability to manage cost canters / product responsibility

About UD Trucks
Part of the Isuzu group, UD Trucks is a global leading international commercial vehicle solutions provider headquartered in Japan. At UD Trucks, we are defining the next generation of smart logistics solutions through advanced innovations in automation, electro mobility and connectivity. UD Trucks develops, manufactures and sells a wide range of heavy, medium and light-duty trucks, operating in more than 60 countries across all continents. Our trucks and people go the extra mile for our customers and business partners, day in and day out.

We are an 8,000+ strong team of colleagues with 40 nationalities who bring diversity and passion in delivering our products and services. We trust each other, work collaboratively and embrace change. At UD Trucks, our purpose is Better Life – to make life better for people and the planet. We have developed a culture that promotes:

Diverse and friendly culture – Strong culture of diversity and inclusion, organizing annual events, daily activities and open communication platforms including various internal voluntary networks.
Empowered growth – Global exposure and growth opportunities across functions and countries through internal mobility system and self-driven career opportunities, building a learning organization by enabling self-managed learning supported by the UD Academy.
Flexibility with trust – We continue to fully support both remote working (where and when applicable) and flexible working hours, we actively encourage our colleagues to maintain a good work/life balance. You will have the autonomy and flexibility to split your working time between both our wonderful, modern and equipped HQ and remotely.

Be part of our journey to create Better Life for society, for our customers and for yourself. UD Trucks is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all our colleagues.