Service Delivery Manager

Service Delivery Manager page is loaded## Service Delivery Manager remote type:
Hybrid locations:
Madrid time type:
Full time posted on:
Opublikowano dzisiajjob requisition :
REQ
2704475
** NN Digital Hub
** is a subsidiary company of
** Nationale Nederlanden Group
** located in Madrid, Spain. We deliver IT services and solutions for the different international Business Units from Nationale Nederlanden Group.

Our objective is to create, deliver and maintain insurance product management solutions, as service propositions to enable any agent (linked or direct), machine or company to create and sell insurance products in Europe in an automated way and real time.

We're looking for a
** Service Delivery Manager
** to join our dynamic team.#
** What you are going to do:
** Coordinate IT Services team, acting as a link between IT and business.  A Service Delivery Manager must also collaborate with colleagues in other departments/squads and service providers to assure IT services are delivered according Business needs.

As a Service Delivery Manager owns the release management process. Under the governance of change management and in conjunction with the Architecture & Platform team, release management oversees the overall process by which the production environment is updated, upgraded and maintained. This includes all types of change across infrastructure (hardware and software), applications and operations. The release officer is the major liaison between IT Products Dev Ops teams and production, acting as the gatekeeper to the production environment, ensuring conformance to policies and operational processes/procedures, release integration testing and production validation.#

#
** Your responsibilities:
*** Responsible to guarantee that IT services are provided on a stable manner to internal and external customers using advance monitoring (Health/Performance monitoring, APM, AIOps, DEM, …) and reporting techniques.
* Act as a link between IT and business, collaborating with other departments/squads, BU’s/customers and service providers to assure IT services works according to Business requirements and meet SLAs agreed with business
* Manage first level of support to users: 1st line (Service Desk) and 2nd line (End User Computing)
* Assist PO’s in their Customer Service meetings.
* Defines the release management process objectives (including KPIs and critical success factors) and policies for configuration, integration, testing, completeness and consistency within group policies. Creates and tracks the release improvement process to be applied within its IT Product domain. Consults with production teams on implementing release management, conducting audits to address failures and meet policy.
* Formalizes and oversees a release plan that covers integration testing, user acceptance testing, documentation and associated operational procedures, such as system management instrumentation, support procedures, run book procedures, service catalog, configuration management database (CMDB) and rollback planning.
* Applies technical and administrative direction and oversight for the life cycle of release items.
* Works closely with Architecture & Platform managers and Product managers to plan releases and manage the release schedule, taking into consideration associated business and technical risks. Assists in coordinating cross-Product release processes between development and production.
* Oversees release changes into production through controlled promotion processes or documented support procedures. As much as possible, automates the configuration changes/updates to the production environment to promote efficiency and consistency.
* Creates and provides release status reports containing current and historical data connected with and related to production release items.
* Acts as a liaison between other process managers (for example, problem, incident and change) to ensure process alignment. Provides expertise in the design, maintenance and delivery of training for release management, including a strong focus on processes for maintaining communication with other groups.

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