Job Description:

Description

 

IT Service Delivery Manger

Airgas, an Air Liquide company, is the leading U.S. supplier of industrial, medical and specialty gases, as well as hardgoods and related products. We are in all 50 states, which is one reason why we're one of the largest U.S. suppliers of safety products and a leading U.S. supplier of ammsounia products and process chemicals

Overall Summary:

The Service Management and Delivery Service Manager is responsible for  the Service Management and Delivery team, which includes 2 team members : the Local Process Manager and the Solutions Expert.

Overall responsibilities include structuring Cloud Services as a Product Organization, in consistency with the global organization and processes, focusing on all aspects related with the Service : offering (service catalog) and ordering process; delivery cycle across all stakeholders (AL and outsourcer), financial performance (accuracy, optimization, cost transparency), contract and billing management, key performance indicators and data management.

The geographical focus of this role is the Americas Hub however with the ability to foster collaboration with Global Cloud Services teams across the Air Liquide Hub's in order to promote convergence and improvement of standards, processes and best practices.

Key Job Responsibilities, 

In coordination with Global Cloud Services teams, is responsible for the Americas (Directly or indirectly through his team) for the implementation of a Product Management organization, including but not limited to the following areas:

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  Service Catalog contribution around priority Products, including all associated items like deliverables, customer value, key performance Indicators, ordering process, customer satisfaction, ...

  
  


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  Leverage global Cloud Services service delivery processes and governance to deliver superior operational performance in the Americas

  
  


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  Coordinate with the Cloud Services Service Delivery teams in other Hubs to deliver consistent processes, practices and tools.

  
  


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  Service delivery activity optimization, including Prioritization, Change Management, KPI's, and Customer satisfaction

  
  


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  Implementation of Cost transparency, accuracy and optimization along the value chain

  
  

 

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  Service offering and Service Catalog

  
  
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    Ensure the publication of Service Offering and the Service Catalog 

    
    
  
  
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    Ensure the accuracy of the information within the Service Catalog as well as its consistency with the information across the Service Portfolio

    
    
  
  
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    Aid in the identification of Service Requirements for any new or existing services to be placed in the Service Catalog

    
    
  
  
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    Work with the P&CI (Process and Continuous Improvement) teams, Services Managers and Experts to create, update, and maintain the Service Catalog, including all required ITSM items in Servicenow (Catalog Demands, Requests, etc...)

    
    
  
  
  
  


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  Service monitoring & reporting

  
  
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    Report and review current performance of services

    
    
  
  
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    Serve as point of escalation, review and approval for key issues and decisions for all Service Management domains

    
    
  
  
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    Control Asset and configuration elements are managed according to rules and guides

    
    
  
  
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    Present service performance /metrics data in a way which is understandable, actionable and adds value

    
    
  
  
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    Ensure all events are monitored and appropriate control actions are taken to address the events

    
    
  
  
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    Ensure service provisioning in line with existing and new or amended standards and service agreements that result from new services

    
    
  
  
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    Assist in identifying potential service improvement opportunities

    
    
  
  
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    Ensure service usage is metered and reported accurately as per the usage terms and conditions

    
    
  
  
  
  


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  Asset & Configuration management

  
  
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    Ensure that CIs are identified, accounted, reported, verified and audited

    
    
  
  
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    Have a working knowledge of the end-to-end implications of configuration changes and communicate such implications as appropriate to the other key service management processes

    
    
  
  
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    Ensure that an up-to-date asset inventory for all technology assets is maintained and only authorized components are used

    
    
  
  
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    Produce periodic reports detailing the changes made to the CIs. Review the Record of Software Assets and CMDB for discrepancies and make updates if necessary

    
    
  
  
  
  


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  Service readiness management

  
  
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    Ensure up-front planning, scheduling, and successfully deploying releases to production environment in a controlled and systematic way so as to meet service levels and avoid any impacts on existing services

    
    
  
  
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    Ensure that an overall approach for service validation is defined at the outset of all solution delivery projects

    
    
  
  
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    Ensure appropriate operational service documentation is created & accepted by stakeholders prior to the introduction of a new service

    
    
  
  
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    Authorize service handover

    
    
  
  
  
  


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  Capacity & Availability management

  
  
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    Ensure customer requirements are correctly translated into realistic capacity and availability goals

    
    
  
  
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    Ensures that all risks to capacity and availability are identified and appropriately handled

    
    
  
  
  
  


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  Delivery Management

  
  
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    Ensure the services are delivered in compliance with Global Cloud Services processes and commitments

    
    
  
  
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    Manage the Delivery pipeline on the complete life-cycle from Demand, Quote, Negotiation, Change implementation, Financial information for Customer invoicing, Hand-over to Operations teams

    
    
  
  
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    Responsible for organizing the Service delivery activity including Prioritization, Demand Management, KPI's, Customer satisfaction

    
    
  
  
  
  


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  Financial Management and Cost transparency 

  
  
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    Responsible for Cost accuracy, transparency and optimization, from Production to Billing to Customer

    
    
  
  
  
  


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  Supplier Relationship Management

  
  
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    Manage the day-to-day supplier performance and service issues

    
    
  
  
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    Ensure supplier performance against defined SLAs

    
    
  
  
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    Conduct regular supplier review meetings and request improvements

    
    
  
  
  
  


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  People Management

  
  
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    Ensure Activities are performed by following Group Safety procedures

    
    
  
  
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    Manage, develop and lead a team of Solutions Experts

    
    
  
  
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    Allocate capacity to right activities & plan for additional resources required

    
    
  
  
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    Manage, coach, and mentor team members. Provide specific, timely, and constructive performance feedback

    
    
  
  
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    Establish vision, direction, and specific objectives for team efforts; encourage collaboration

    
    
  
  
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    Follow HR policies and procedures in people management activities

    
    
  
  
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    Manages skills development

    
    
  
  
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    Promote customer-orientation mind in the team

    
    
  
  
  
  

Required Qualifications

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  Bachelor's degree in Computer Science, Management Information Systems or other relevant area (or equivalent experience)

  
  

General Requirements

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  10 - 15  years of experience in IT Service Management & Operations, Configuration/Asset management, Capacity/Availability management in large multinational companies

  
  


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  5 - 10 years of Supplier relationship management

  
  


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  3 - 5 years Team management

  
  

 

Knowledge and know-how specific to the position

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  Good grasp of Running a service organization around Cloud technologies

  
  


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  Good understanding of service management tools for event management, provisioning, and monitoring

  
  


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  Strong understanding of IT services, service readiness and the required deliverables / outcomes

  
  


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  Experience of assets and logical CMDB methods.

  
  


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  Good knowledge of production methods and standards (ITIL)

  
  

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    Incident Management

    
    
  
  
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    Change / Request Management

    
    
  
  
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    Problem Management

    
    
  
  
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    Knowledge of asset management. Experience of assets and logical CMDB methods.

    
    
  
  
  
  


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  Proficiency in managing service providers, outsourcing companies

  
  

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  Fluency in English mandatory in a multicultural environment. French or Spanish is a Plus

  
  

Critical competencies

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  Must be a strategic thinker, able to think creatively and exploit opportunities

  
  


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  Customer and Service Oriented 

  
  


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  Able to communicate with impact 

  
  


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  Proven interpersonal, analytical, presentation, and organizational skills

  
  


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  Ability to evolve easily in a Matrix organization, to foster collaboration and promote consistency within teams across multiple Services Lines, organizations and countries

  
  


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  Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial. Anticipating and Dealing with Changing Environments

  
  


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  Solution-focused decision making

  
  

 

What's Next: 

If you are excited about thriving in a collaborative and challenging work environment, then please apply with your resume. 

For further information about Airgas, please visit www.airgas.com

 

Qualifications

 

EOE AA M/F/Vet/Disability

Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status, or disability

 

Job

: Information Systems 

Employee Status

: Regular 

Primary Location

: United States-Pennsylvania-Radnor-19087 

Schedule

: Full-time 

Job Posting

: Jan 19, 2021, 4:50:23 PM  Apply Now