T Service Delivery Manager - GBS
An opportunity has arisen within Glanbia Business Services (GBS) for an IT Service Delivery Manager. This is a Permanent position and will report to the Operations Delivery Manager - GBS.
While likely to be initially working remotely due to current restrictions, the base location of the role will be Citywest, Dublin 24 OR Kilkenny, upon return to the workplace with a blended working arrangement available through our Smart working model which allows you a greater choice in how you work and live, giving you a better work-life balance.
Overview
This role has responsibility for the management and the delivery of the portfolio of IT services provided by GBS and third party providers to a number of Glanbia Business Units in EMEA.
Key Elements of the Role
• Schedule and facilitate periodic Service Reviews with the Business Units to review status reports, discuss performance against agreed SLAs and gather feedback on general performance delivery of services.
• Ensure IT Services delivered by GBS and third parties are provided in line with agreed Service Level Agreements (SLAs)
• Prepare periodic Service Delivery status reports for review by key stakeholders in the Business Units and the GBS Management team.
• Work with the Business Unit Process Owners to establish the required Structures/Roles in their organization to enable them to operate and exploit the current IT Services and seek the formal recognition of the roles.
• Support budgetary planning and management of the Business Unit’s IT Operational Expenditure including the tracking, validation and ongoing reporting of Users numbers, IT Assets and Software Licenses.
• Coordinate Data Protection (DP) activities in the business to ensure that targets and milestones set out in DP review & planning meetings are being met.
• Review the usage of systems across all departments of the Business, working with the GBS Learning Team to coordinate training needs analysis (TNA) reviews across functional departments. Ensure that resulting training plans are executed with sufficient resources allocated by both the BU and GBS.
• Engage with the GBS Technology Awareness team to ensure that the business are aware of the productivity & collaboration tools available to them and coordinate further awareness or training session on these systems where required.
• Work with Business Unit stakeholders to ensure that the sourcing and procurement of software solutions required in the business is in line with Group standards.
• Collaborate with relevant Business Unit stakeholders regarding any proposed systems or operational procedural changes or updates (Demand Management)
• Play an active part in the IT Service Delivery team’s Continuous Improvement and Purpose & Alignment projects.
• Incident Management through to resolution of major issues that are having a serious impact on the Business Unit operations and escalating where appropriate.
• Regularly communicate the value and benefits delivered by GBS to the business through a number of communication channels.
Qualifications / Experience
• You must have a background in a business that has sophisticated Manufacturing, Supply Chain & Finance processes where IT is an enabler
• Substantial experience in a relevant IT Management role.
• Strong influencing & interpersonal skills with proven ability to establish credibility at Executive and Senior Management level.
• Knowledge of business systems in particular SAP would be a distinct advantage.
• Exceptional customer relationship management skills with a strong customer focus.
• Track record of delivering successful IT business solutions within a large, complex commercial operation.
• Proven track record in managing IT Incidents & Initiatives to a successful conclusion.
• Proven ability to effectively drive people, process and technology change in a complex operating environment
• Excellent communication skills with the ability to explain technologies to business leaders and business concepts to technologists.
• Strong commercial and financial awareness with previous experience of budget management a distinct advantage.
• Strong analytical and problem-solving skills.
• Previous experience in Vendor relationship management.
Competencies
• The energy, enthusiasm and drive to make it happen.
• The ability to build and maintain relationships whilst demonstrating organizational agility
• A customer focused team player who has the ability to motivate others, making it fun while getting the job done.
• Strong interpersonal and problem solving and Oral / Written Communications Skills
• Action oriented and with the ability to take on challenges as opportunities to find a better way.
• An effective team member, who plays their role in achieving the company’s vision in line with our core values.
• Enjoys working in a fast-paced, innovative environment where the focus is on continuous improvement and the challenge to make it better.
Technical competencies
• ITIL Processes
• High Level Business Applications understanding
• High Level Infrastructure principles
• Strong business acumen.
Travel
• Occasional Travel to various Glanbia sites in Ireland, UK & Europe.
Our Purpose & Values
• At Glanbia we are dedicated to delivering better nutrition for every step of life’s journey. We differentiate ourselves by doing not only what is right for our business, but also what is good for our people and the communities in which we live and work. So if you’re looking to develop your career, stretch your ambitions and work for a company that has the ability to succeed on the world stage, ours is a journey you’ll want to share.
