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sr Service Delivery Manager

Country : USA USA

State : Texas

County : Travis County

Town : Austin

Category : Logistics

Contract type : Permanent

Availability : Full time

Company presentation

At Fossil, we dare to dream, disrupt, and deliver in a better way. Our goal is simple - bring innovation, style, and connectivity to an industry ripe for change. Fossil is on a mission to revamp the way fashion accessories are done. We are committed to creating great watches, jewelry, handbags, small leather goods and wearables by investing in technology and long-term value creation. With our diverse portfolio of proprietary and licensed brands, along with department stores, specialty stores, eCommerce websites, and company-owned and operated retail stores, we are building a leading fashion- and tech-forward accessories company. Are you in?

Job description

:
Fossil is adding a global Sr. Service Delivery Manager to our growing IT team. In this role, you will lead the delivery of high quality IT operations services across a broad range of business solution areas. You will work closely with multiple IT Centers of Excellence, business partners, and service providers. Your contributions will help validate solutions are "built for production" and ensure excellent service management once deployed. This is a highly visible role with global responsibility.
Key Responsibilities:
Lead and Champion the Delivery of High Quality IT Operations Services
- Ensure excellent customer experiences
- Perform trend analysis & report on key service metrics
- Recommend and drive improvementsManage Internal & External Service Providers
- Hold service providers accountable for performance
- Measure and analyze performance
- Recommend and track improvementsPartner with solution owners and technology experts
- Highlight service performance, trends, and recurring issues
- Convey customer feedback on solutions
- Report on process adherenceActively participate in the service transition of solutions into production
- Validate the solution is built for production
- Ensure operational readiness
- Certify acceptance and communicate service commencement

Profile

Required Skills and Experience:
- 7+ years relevant IT work experience with specific knowledge of operations
- 3-5+ years Service Delivery Manager work experience is preferred
- 1+ years in an IT Managed Services work environment is preferred
- Develops strong and lasting partnerships across varied teams
- Always brings a positive, service-delivery approach to work
- Engages in meetings, articulates ideas clearly, and encourages others to participate
- Is passionate about IT Service Management
- Strong understanding and commitment to standard operational processes and disciplines
- Proven experience in leading the delivery and continuous improvement of application services
- Strong leadership, collaboration and partnering skills
- Strong vendor management, negotiation, and task planning skills
- Problem determination (e.g. root cause analysis) and problem resolution skills
- Experience working with a leading IT Service Management systems such as ServiceNow is preferred
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