Fulfillment & Provisioning Delivery Manager

To be successful, you will likely have:

• A good understanding and experience of both traditional IT and cloud-based infrastructure – in particular Microsoft Azure.
• A talent for unifying people with differing perspectives and levels of understanding towards a common goal.
• Demonstrated the ability to build, nurture and expand a high performing team.
• The ability to demonstrate previous success in a similar technical, customer-focused service delivery management role – in particular, directly leading a team responsible for the delivery of technical services, ideally in an enterprise IT, cloud computing or DevOps context.
• The ability to demonstrate strong management of both your own time and that of your team, including effective management and optimization of task backlogs and both team and individual productivity.
• The ability to thrive in a fast paced, internationally and functionally diverse organization.
• The confidence, assertiveness, professional judgement and emotional intelligence required to be an agent of change.

In addition:

• This role involves frequent interaction with both internal and customers globally, so a high standard of spoken and written English is essential.
• Strong knowledge of ITIL principles and/or similar service management methodologies and best practices would be highly beneficial.
• Experience of modern ticket/service desk tooling such as ServiceNow, Jira Service Desk or similar would be highly beneficial.

• Primary responsibility for day-to-day delivery of Fulfillment & Provisioning services in accordance with agreed service levels.
• Leading, guiding and managing the Fulfillment & Provisioning Delivery team, including but not limited to capacity planning, hiring, training and development and day to day staff and task management.
• Building and maintaining an inclusive, positive, collaborative and customer-focused work environment.
• Working closely and proactively with the leadership team to identify, design and implement improvements to the way we work – including organization, processes, tooling and work practices.
• Managing and administering team processes, including documentation, training, process monitoring and continuous improvement.
• Working directly with stakeholders across the global business in both routine and exceptional situations, including managing escalations.
• Undertaking root cause analysis of issues, identifying underlying causes and recommending improvements to prevent recurrence.