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Service Delivery Leader - Digital WorkPlace


UD Trucks


Location

Bangalore | India


Job description

Department : End User Digital Workplace (BP15094)

Service Delivery Leader – Digital WorkPlace

Job Mission

The mission is to ensure that all services within the service area are delivered according to contracted supplier obligations. The focus is to deliver business benefits by managing deliveries of services, in close collaboration with UD stakeholders and with the supplier(s). This can also involve contractual negotiations to modify, clarify or optimize the services provided by the main supplier and potentially with sub-suppliers or other direct UD suppliers of infrastructure services, software or hardware. The Service Delivery Leader monitors the actual services levels, controls that they are in line with targeted service levels and manages corrective actions with the supplier. Also, the Service Delivery Leader oversees and participates in runtime process interactions with the supplier: releases and deployments, change management, escalation of incidents and problems, etc. The Service Delivery Leader is commercially responsible for service delivered by the supplier, which includes both budgeting and follow-up, notably approving all service volumes invoiced by the supplier. The Service Delivery Leader has mandate to block any wrong or unwarranted invoicing and to ensure it is being corrected, so as to comply with UD budgets and purchase orders. Services provided can be either directly consumed by UD business stakeholders or technical services consumed by Solution units. Services are most often fully global, and the Service Delivery Leader has the tactical responsibility for optimizing and over time improving those services.

Job Context

The Job exists within the function(s) in charge of developing and governing the Infrastructure Services of UD Trucks while ensuring their delivery and usage, with the ambition to contribute to UD Trucks competitiveness by delivering standardized and fit for purpose infrastructure services, maintaining a balance between time to market, cost and quality.

There are three main service portfolios, each subdivided in a few sub-portfolios: application infrastructure, core infrastructure and end user services. A Service Delivery Leader is typically responsible for one or several services within a sub-portfolio (sometimes, for all services within one sub-portfolio).

Sub portfolios in End User Services which is main scope of Service Delivery Leader - Digital WorkPlace are as below.

Client Services - Standard Desktop/Laptop, Factory Workstations, Mobile Device Management, Virtual Client

Unified Communication and Collaboration - E-mail, Information Sharing, Conferencing, Contact Center

Identity and Access Management - Active Directory, Federation Service (SSO), User Account Provisioning, MFA, PKI, Public SSL Certification

Print Service – VPSX

End Point Security – MDE Anti-malware

Responsibilities

Responsibilities at Professional

Financial Responsibilities

Personnel

Additional Responsibilities

Experience/Knowledge

Achieved experience for the different steps. All experience and knowledge stated for previous steps are valid for next step where nothing is stated in the table below.

Proven knowledge of service transition, and continuous service improvement (ITIL) and proven experience working with ITIL-aligned service runtime activities

Ability to listen, cooperate and support decisions making

Good communication skill Good practice in negotiation and facilitation of decision making. Ability to convince and manage stakeholders in scope

Advanced knowledge of several services in own sub-portfolio

Experience working in a global environment. Ability to deal with multi-cultural context

Proven experience working in a global environment from an IT or business point of view

Experience of running Business with financial accountability

Knowledge of Group IT processes and P&IT handbook

Good knowledge in managing relationship and negotiations with supplier(s)

Ability to get things done and execute as planned

Ability to drive supplier personnel in joint activities

Ability to manage cost canters / product responsibility

About UD Trucks

Part of the Isuzu group, UD Trucks is a global leading international commercial vehicle solutions provider headquartered in Japan. At UD Trucks, we are defining the next generation of smart logistics solutions through advanced innovations in automation, electro mobility and connectivity. UD Trucks develops, manufactures and sells a wide range of heavy, medium and light-duty trucks, operating in more than 60 countries across all continents. Our trucks and people go the extra mile for our customers and business partners, day in and day out.

We are an 8,000+ strong team of colleagues with 40 nationalities who bring diversity and passion in delivering our products and services. We trust each other, work collaboratively and embrace change. At UD Trucks, our purpose is Better Life – to make life better for people and the planet. We have developed a culture that promotes:

Diverse and friendly culture – Strong culture of diversity and inclusion, organizing annual events, daily activities and open communication platforms including various internal voluntary networks.

Empowered growth – Global exposure and growth opportunities across functions and countries through internal mobility system and self-driven career opportunities, building a learning organization by enabling self-managed learning supported by the UD Academy.

Flexibility with trust – We continue to fully support both remote working (where and when applicable) and flexible working hours, we actively encourage our colleagues to maintain a good work/life balance. You will have the autonomy and flexibility to split your working time between both our wonderful, modern and equipped HQ and remotely.

Be part of our journey to create Better Life for society, for our customers and for yourself. UD Trucks is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all our colleagues.


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