Regional Service Delivery Manager Imea Job in Abb

As a Regional Service Delivery Manager IMEA, you will be reporting to the Global IS Lead for Service Delivery Management. You will be leading a small team across the IMEA region and will be responsible for the tactical interface to ensure execution of IT Domain (mainly global Hosting & Network services plus others) service delivery to Business Area, Division, Country Lead Business and GBS IS Domains across a region or cluster. You will own stakeholder relationship for relevant services, including performance management, demand gathering, service escalations and improvements and ensure overall business satisfaction with existing IT Domain services, in Global Business Services Business Area in Bangalore. India.

Your responsibilities

• Liaising for IT Domain demand related topics between Business Area, Division, Clusters (Lead Business) and GBS IS Domains and the IT Domain, consulting on standard requests, guiding on best practices to drive growth and execution in a fast-paced environment, leading the capture, analysis, assessment, aggregation and prioritization of new non-standard IT Domain service demand, building a tactical approach to qualify high-level requirements for non-standard demand, being responsible for demand requests framework for effort, time and cost estimation (projects, new solutions, deployments and hand over to operational vendor), initiating cluster IT Domain projects and monitoring their execution ensuring complete delivery.
• Ensuring execution of IT Domain service delivery (within agreed quality, cost and SLA s) to Region/Cluster Lead Business and GBS IS Domains, being in contact with all relevant stakeholders, ensuring satisfaction with IS services, understanding their strategic and tactical needs, making sure actions are taken to close any gaps, and influencing stakeholder perceptions of the relevant IS services all within the scope of responsibility, managing business and customer expectations, acting as escalation point for IT Domain related service quality issues.
• Being responsible to deliver the governance structure for SDM organization at region/cluster level, able to interact with all announced stakeholders, dealing with and providing input for any incident, change or projects which has, or might have, a major impact on IS service delivery for the relevant geographical business area, being responsible for innovation and continual improvement activities for the service in scope, such as evaluating and streamlining operational support procedures and optimizing.
• Ensuring IT Domain services and activities are delivered within the defined process framework, contributing to key processes such as catalog management, standard change, service level management service level management (service level reporting, user support, access management and request fulfillment processes), dealing with and providing input for any incident, change or project which has, or might have, a major impact on the designated business, typically a country or group of countries, collecting and identifying IT Domain service process gaps in cooperation with stakeholders and ensuring the process improvements.
• Supporting the implementation of IS strategy and the ABB IS Enterprise Architecture principles, understanding cluster customers strategic and tactical needs, acting as Region/Cluster (Lead Business) and GBS IS Domains single point of contact (SPOC) for all IT Domain related needs, engaging proactively with all region/cluster stakeholders to promote all the actions to keep the service(s) aligned to the business expectations, understanding their strategic and tactical needs, ensuring business satisfaction for IT Domain services, verifying actions are taken to close any gaps and influencing region/cluster stakeholder perceptions for services in scope of responsibility, representing IT Domain services in region/cluster stakeholder governance bodies and facilitating open communication and discussion together with stakeholders.
• Keeping knowledge up to date regarding processes, technology and industry practices in one particular IS service area (business services Catalog, business processes and characteristics of a designated business), engaging with stakeholders, identifying and addressing IT Domain service related risks, supporting stakeholders and IT Domain Service Owners for ITGC concerning activities, being responsible to act in compliance with Corporate IS Regulation and IS Policies with ABB Regulations and ABB Guidelines of which accountability and responsibility for this position are derived and with any other Internal Control regulations that may be assigned.
• Executing, for assigned tasks, all actions in IS processes according to agreed RACI specification, organizing and leading region/cluster meetings with business and GBS stakeholders in order to review the demand share the costs and plan the upcoming forecast, supporting the Change Advisory Board (CAB), supports prioritization on the execution of region/cluster related changes in service(s) and ap-plication(s), organizing and leading service performance meeting for the relevant region/cluster with defined stakeholders (e.g. Country Lead Business SPOC s) and ensuring (with HR manager support) that the area of responsibility is properly organized, staffed, skilled and directed.

Your background

• A master s degree in information management, computer systems, business engineering or similar.
• Good IS developing and operations skills and a deep understanding of the overall context of business processes and IS technologies.
• Experience in leading IS people who do not report directly, identifying and resolving issues between team members or other teams, problem solving and crisis management concepts.
• Must have experience in project planning and execution as well as economic aspects of system management and life cycle.
• Fluency in spoken and written English.
• Must have ITIL 4 foundation certification.