Beschreibung
For an ongoing long term contract at a large insurance company located in Zurich we are looking for a
Service Delivery Manager with experience in Datawarehouse Environments (2322)
As a Service Delivery Manager your main responsibilities will involve:
- Requests management in the service delivery once a project has been handed over to the service management team
- Collaborates with Project Management and Solution Architecture teams to ensure the operational aspects of a solution are taken into account
- Acts as single point of contact for a specific application portfolio or function during service delivery and manages customer relationships and ensures the service levels are fully met, proactively taking action to address issues
- Drives service management communications towards the business and IT stakeholders and manages the end-user satisfaction process and service improvement programs, as well as escalation and complaint management
- Reviews, categorizes and prioritizes logged requests
- Processes requests and dispatches for fulfillment
- Coordinates work between different teams involved in fulfillment incl. vendors
- Monitors and maintains overall accountability for the request fulfillment process
- Reviews service performance with teams, SVM and customers
- Continuously improves the efficiency and effectiveness of request management
- Develops and maintains service catalogue, incl. clarification of critical business processes, applications and service levels
- Manages the Service Team
- Ensures compliance with IT service management governance, standards and policies
We are expecting a deep knowledge and experience in different Business Intelligence technologies, a strong ability to efficiently manage events in a way to prevent disruption of business operations and to proactively communicate with business stakeholders.
Your skills and experience will ideally include:
- University level education or equivalent
- Prior experience working in a financial services environment desirable, preferably insurance
- Service Management certification (eg ITIL) preferred
- Over 5 years of relevant Business Intelligence experience
- Experience in Buiness Objects, Informatica Powercenter, DB2 and/or SAP BW
- SAP HANA, Microstrategy or Microsoft BI technology stacks will be considered as a strong plus.
- Solid experience in Service Management both at application and platform levels
- Proven ability to drive teams for highly effective delivery leveraging multi-source staffing models including internal and external partners
- Effective communication, presentation and relationship management skills at different levels and in a multicultural environment
- Ability to work effectively in a global organization, under time pressure and to manage ambiguity
- Fluent in English (spoken and written). Further languages preferred
Primary work location is Zürich, with occasional travel depending on the nature and level of involvement in respective projects. If you value an exciting and varied working environment and meet the above requirements, then our recruitment consultant is looking forward to receiving your application in MS-ord (.docx or .doc)