Service Delivery Manager Enterprise Integration
AkzoNobel is the largest global paints and coatings company and a major producer of specialty chemicals. We supply industries and consumers worldwide with innovative products and we are passionate about developing sustainable answers for our customers. Our Corporate IM Expertise Center delivers efficient and effective global shared application services to our business units (BUs), Service Areas (SAs) and Functions. Key to this process is our “OneHub” environment. OneHub’s mission is to support AkzoNobel’s global IM strategy by providing global integration services for business-to-business relationships and systems integrations. In doing so it supports a comprehensive range of critical business processes. The current application landscape consists of two main applications: iWay and SAP-PI.
To maximize and develop “OneHub” we currently seek a
Service Delivery Manager Enterprise Integration
The core purpose of the Service Delivery Manager role is to deliver operational services (which are mostly outsourced) for the OneHUB environment towards the BUs, SAs and Functions on behalf of AkzoNobel Corporate IM in the most effective and efficient manner. Thus you operate at the heart of a strategic, dynamic and varied customer environment with regular interaction regarding diverse requirements. Moreover, you will be working for a multinational and multicultural organization that is committed to your personal and professional development.
The position is based in Arnhem, the Netherlands.
Within this context you are responsible for a number of key tasks as you maintain and implement and continuously improve the services operations, taking into account all relevant business requirements fully aligned within OneHUB and seeking endorsement from the Information Management Leadership Team and Corporate Functional Directors. This involves planning, organizing, implementing and controlling the relevant ITIL service management processes together with the BUs and Functions and in line with the Corporate IM Operating Model. You also translate service requirements into an Application Service Agreement (ASA) and manage a portfolio of SLAs (Service Level Agreements) that match this ASA.
In terms of vendor management you create and manage SLAs for delivery of service. This includes service level reporting and quality management and driving continuous improvements. For Service (Introduction) Management you formulate, maintain and enhance a service introduction management approach together with the customer, taking into account service requirements, release and deployment management. You also review service and project proposals from external suppliers for the implementation and execution of operational support services. This covers scope, service level requirements, time span, budget, and quality requirements, etc. For ‘In Control’ cycles you perform strategic and risk assessment for all relevant operational support services, then devise actions plans. Further, you support the internal and external audit teams to assess compliance with IT policies and management guidelines. This includes recurring ‘In Control’ testing and compliance. Periodically you report on all aspects of the status, risks and issues of service level results. You also report on the status, risks and issues of the progress and results of technical/infrastructure related projects to the appropriate stakeholders. You then communicate effectively to both the company’s business analysts and business partners.
Another important function is to implement and monitor IT security policies. In order to perform these functions you liaise with a wide variety of IT professionals and service providers. They include functional business managers at an operational and tactical level, team managers and/or Solution Managers, and BU IT Operations Managers (key customers) and/or Information Managers. Further contacts include IM Enterprise Architecture and Security and Compliance Officers, Vendor Service Level Managers, Architecture and Compliance Officers, AkzoNobel Global Sourcing, Service Delivery and Shared Services Managers and Application Owners.
This is a challenging and important role for someone who can quickly gain a good understanding of AkzoNobel’s business environment then deploy the skills necessary to organize and motivate internal and external team members in order to deliver high quality results. As such, you have an academic level education and skill-set, along with project management and/or consulting experience. With this comes a knowledge and experience of ITIL and vendor management processes and service level management.
In terms of IT, you understand and have a proven track record in the main functional, technological and architectural elements and requirements related to the Integration domain. You also have experience in documenting, designing, developing, and troubleshooting complex applications. This is backed up your excellent interpersonal, analytical and communication skills necessary to communicate on all levels within the AkzoNobel organization and with external vendors. You are also a customer-focused team player, able to manage the expectations of multiple parties and competing priorities while acting as a trusted business partner. Excellent English language skills are essential.
For further information, please contact Chella van Gelderen, Recruiter, phone +31 (0)88 0106789.
Please go to www.akzonobel.nl/careers to apply online, reference 2012-548845-02.
Or click here to apply!
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