Senior Service Delivery Leader

• Align Service Management practices across areas to ensure consistent, robust, and complete implementation of service delivery guardrails
• Collaborate with (Senior) Engineering Domain Managers to secure the competence and capacity of engineering teams required for great service delivery
• Build and maintain the service management community in the assigned area, ensuring SLAs are met
• Ensure Service Management & Operations capabilities are embedded in engineering teams with sufficient expert support
• Identify goals and drive implementation of Service Delivery practices, ensuring standardized and coherent ways of working
• Drive the implementation of Service Management-as-Code to ensure stability and rapid recovery from incidents.

• Strong Service Management skills and how to integrate a strong and modern engineering culture across Group Digital and digital organizations in the markets with a proven track record (at least 10+ years) in managing services in a global organization
• Strong understanding of software development best practices, and of how to lead, develop, define, plan, and execute a roadmap to meet business requirements together with relevant stakeholders
• Demonstrable relevant knowledge of technology and/or software engineering within the relevant areas combined with good knowledge of agile ways of working, how to enable a product- and service-led organization, knowledge of how to set direction, create and manage plans, set budgets and goals, and follow up on OKRs across service delivery framework, SLAs, and KPIs
• Proven analytical skills and experience in making decisions based on both hard and soft data
• Strong negotiation and influencing skills, with the ability to build trustful relationships and hold stakeholders accountable at all levels (junior team members or senior management) both internally and externally
• Excellent written and verbal communication skills, with the ability to engage and communicate with senior business leaders
• Degree with a focus on Engineering, Technology, or related areas/equivalent combination of education and experience
• 10+ years of diverse experience in Digital Foundation or Digital products and service delivery with a proven track record of delivering products and services that provide substantial value
• 10+ years of experience with the services and products within the area and proven knowledge and ability to transform and optimize processes and behaviours
• 8+ years of demonstrable experience working in agile/scrum and Software Engineering environments in complex global organizations
• 8+ years of experience working with 3rd party IT partners/service providers
• 8+ years of experience operating in a multi-speed IT delivery environment and with related frameworks such as ITIL4, SAFe, Site Reliability Engineering, etc
• Demonstrable experience with ServiceNow and tools related to Continuous Integration/Continuous Delivery (CI/CD)
• Proven experience in Service Management implementation, change management, digital transformation, and working in rapidly changing environments
• Strong leadership and collaboration skills with experience of leading others, including leaders.

Knowledge of Fulfilment and Order Management

• Some travel between Digital Hubs
• Collaboration and co-creation in the office