VF Corporation outfits consumers around the world with its diverse portfolio of iconic lifestyle brands, including Vans®, The North Face®, Timberland®, and Dickies®. Founded in 1899, VF is one of the world's largest apparel, footwear and accessories companies with socially and environmentally responsible operations spanning numerous geographies, product categories and distribution channels. VF is committed to delivering innovative products to consumers and creating long-term value for its customers and shareholders.

Job Ad

GENERAL SUMMARY

We are seeking for a Senior Service Delivery Manager who will be responsible for implementing and driving business and information technology services ensuring they are integrated to provide a single business-facing D&T organisation delivering an end to end service which meets business requirements, supporting and directing internal and external stakeholders.

He/She is an experienced Senior Service Delivery Manager, with demonstrable service management and problem-solving skills working within in a heavily outsourced environment.

He/She will also be required to manage internal and external suppliers, ensuring successful service delivery, as well as providing day to day management of Incident, Problem and Service Request Processes.

He/She will be responsible for defining and owning VF processes, fully accountable for engaging with VF project teams to ensure a pipeline of activity is understood and resourced with the appropriate people.

PRIMARY RESPONSIBILITIES

• Responsible for managing smaller group of Delivery Management team members


• Takes the lead role in managing customer relationships


• Mentors team members on delivery management best practices and process improvement opportunities


• Manages multiple third-party partners in the successful delivery of technical solutions


• Ensures team achieves performance and customer services metrics


• Resolves escalated problems to maintain strong customer experience levels

QUALIFICATIONS, EXPERIENCE AND SKILLS

• Bachelor's degree in Computer Science, Information Systems, or equivalent


• Previous experience as a Service Delivery Manager in an IT department with experience of managing business relationships and ITIL processes


• Extensive experience working with outsourced suppliers, managing performance against SLA’s


• ITIL qualified and demonstrable success in applying ITIL disciplines


• Understanding of technical principals


• Evidence of broader IT knowledge to be able to work closely with technical area


• Experience with Agile development methodologies


• Competency in use of service management ticketing tool (such as ServiceNow, Jira)


• Demonstrable competency in Service Transition


• Experience of working within an outsourced service management environment and working with both on-shore and off-shore teams.


• Significant experience within an IT Operations service delivery function


• Demonstrable experience of defining service transition processes


• Demonstrates attentiveness to quality and productivity


• Experienced analytical, problem solving, negotiation and organizational skills


• Strong ability to motivate, direct and lead others

COMPETENCIES

• Ability to understand business operations/processes translating them into technical solutions


• Ability to work collaboratively in teams with other specialized individuals


• Ability to work independently or with minimal supervision


• Superior problem solving and analytical skill


• Excellent organizational, verbal and written communication and the ability to present information in a clear, concise and complete manner


• Self-starter, creative, enthusiastic, innovative and collaborative attitude


• Sense of urgency and accuracy


• Ability to work in stressful and challenging environment


• Ability to communicate clearly at all organizational levels


• Ability to multi-task in a dynamic environment


• Ability to lead cross-functional delivery teams


• Strong priority setting skills to provide leadership and direction to team


• Ability to successfully manage and lead third party relationships


• Ability to manage delivery costs to plan