Descrizione di posizione

Global IT Finance Delivery Manager

IT Milano, Lombardia


Descrizione

Who we are

Amplifon is an Italian multinational company and the global leader in hearing care solutions and services for retail expertise, customization and consumer care. More than 16,000 professionals every day in a network of 4,500 points of sale, 3,800 service centers and 1,900 affiliates, give back the joy of hearing, feeling and living to thousands of people across the world.

In Amplifon we believe people are the most important component of our success. Thanks to our best-in-class Hearing Care Professionals and front and back office Teams, we are able to put the everyday taps, pops and splashes back into the lives of our customers. We believe that it’s only through strong investment in talent engagement, continuous professional development, support and recognition that our people can exceed every limit and build a fulfilling career.


What we are looking for

The Service Delivery Manager is responsible for ensuring a high quality end user support service is delivered across the Amplifon portfolio around the world. Regional staff are regionally based so a key element of the role is to maintain a team ethos and ensure that support is maintained at a required level across all locations including out of hours.A significant part of the role will be liaising with end users & business managers to ensure the required level of support is maintained. While use of video conferencing is encouraged, the role will require regular visits to all locations.

What you'll need

The application Service Delivery Manager is responsible for ensuring the smooth running of our applications support management. Tasks may include:

  • Management of key staff responsible for Service Desk
  • Manage team members including remote local staff located in the US & APAC to provide support around the world
  • Be responsible for career development and appraisals
  • Problem and Incident management ensuring that ensure SLA’s are achieved and client expectations are met (or exceeded)
  • Service transition for customers as services are added or removed
  • Ensure the company tools and information systems are utilized correctly and relevant information is provided
  • Define and maintain a Service Catalogue including service level agreements (SLAs) related to the IT services being delivered
  • To build relationships with key stakeholders
  • To specify systems, processes and methodologies, to ensure effective monitoring, control and support of the service delivery
  • To ensure Service Desk reports is provided to an agreed schedule and trends are monitored and remedial actions taken
  • Organise and attend service desk review meetings; areas covered will include performance reports, service improvements, quality and processes
  • To develop and facilitate workshops, training courses with the in-house academy
  • To ensure quality of services
  • To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery
  • Ensure transfer of knowledge to other staff to ensure the Customers systems are understood
  • Work as a team member within the organisation to provide a resilient service
  • The liaise and ménage 3rd party support contracts and attend regular review meetings

Skills

  • Track record in management of teams and personnel
  • Have worked in a multi-location environment with a disperse IT team
  • Display and apply knowledge of technologies including: ERP systems like Oracle, SAP etc..
  • Minimum Knowledge in Infrastructure, Networks and development
  • Good understanding of finance and accounting
  • Minimum of 5 years’ experience in a similar role
  • Knowledge or previous experience of working in the retail sector
  • Thorough knowledge of managing teams and personnel
  • A high level of oral and written communication skills in order to communicate effectively with key stakeholders and colleagues
  • Ability to research subjects, with a commitment to provide continuous improvement
  • To work under pressure and think clearly in challenging situations in a logical manner
  • ITIL accredited
  • English & Italian Speaking