Service Delivery Partner – Russia/Belarus

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Job Description

OBJECTIVES/PURPOSE
•    Serves as the Business Partner face-off for all Infrastructure and Operations related Services and Projects.
•    Partners closely with the assigned Business Partner(s) to collaborate on services and support; develops understanding of the business objectives and technical support requirements; supports development and delivery of required Technology Operations support and services; and serves as the single-point-of-contact (SPOC) for all Technology Operations services required.
•    Responsible for ensuring Technology Operations Delivery. 
•    Develops, tracks, and measures key performance indicators and customer satisfaction met-rics.  Works to ensure Technology Operations service and process changes are thoroughly vet-ted and understood by the Business appropriately cascading information.   
•    Conversely, ensures all Technology Operations requirements coming from the Business func-tion are cascaded back to the appropriate Technology Operations function(s).

SCOPE:
•    Support business IT operations by overseeing all aspects of Technology Operations’ service delivery, platforms and support, including: 
o    Reports; dashboards; service request management 
o    Supporting Voice of the Customer (VOC) and continuous improvement with process and problem management. 
o    Implementation and enforcement of Technology Operations’ technology and process standards. 
o    Facilitating service reviews with all internal and external contributors. 
o    End-to-end ownership of issues and escalations with the associated business func-tions. 
•    Oversee and/or manage projects with Technology Operations components, including monitoring process; taking feedback; and ensuring end-user satisfaction with delivery.  
•    Budget Management for local/regional CostCenter(s), including Budget Planning and Tracki

CORE ELEMENTS RELATED TO THIS ROLE

•    Serve as Single Point of Contact (SPOC) for all Technology Operations related services and support. 
•    Participate in local DD&T leadership team meetings
•    Provide regular updates on planned Initiatives and reports on IT Operations and projects.
•    End-to-end Technology Operations issue/escalation ownership
•    Works collaboratively with DD&T team on ensuring business demand is met using standard-ized, fit-for-purpose technology and procedures. 
•    Ensure data accuracy on managed services

DIMENSIONS AND ASPECTS
Technical/Functional (Line) Expertise:
•    Strong Knowledge of ITIL and ITSM methodologies.
•    Operational Knowledge of IT-Infrastructure and Operations, including Desktop, Server, Operating Systems, LAN/WAN, as well as Print-, Collaboration- and UC- Services
•    PMP and ITIL Certifcations a Plus
•    Understanding of Commercial IT’s Business-Processes

Leadership:
•   Set clear team goals and KPIs with IT Business partner and direct reports
•   Delegate tasks and set project deadlines
•   Oversee day-to-day team operation and performance
•   Employee performance evaluation
•   Coach and develop team members
•   Support training needs for the IT Business Partner

•   Provide Voice of the Customer of feedback and continuous improvement

Decision-making and Autonomy:
•    Ability to work independently with minimal direct supervision
•    Leverage independent judgment to determine optimal methods of task completion and work pri-oritization
•    Adherence to Technology Operations’ policies, processes, and standards 
•    Authority to delegate tasks and responsibilities to other (external) team-members

Interaction:
•    Working with and achieving results through others is a significant part of this role

•    Within the Service Delivery team – working with peers to deliver across business regions in a seamless fashion
•    With other Technology Operations teams – provide seamless collaboration to the DD&T Partner by coordinating services as required from multiple Technology Operations teams as follows:
o    Allocate local/regional resources to Technology Operations projects and deployments
o    Information about local/regional parameters, requirements, and business schedules
o    Gathering Voice of Customer feedback from the business
In turn, Service Delivery will receive from peer teams:
o    Timely Information on planned Projects and Technology Roll-outs that may impact the Business function or region (what/when/how/why)
o    Timely support for any supported technology or service IT Business Partner escalation from the team

Other Internal & External IT-Teams: 
o    All GDT Departments 
o    There are several external Partners providing Services to Takeda. While the relationship management and contract management with these partners fall under the responsibility of other Technology Operations towers, the activities necessary in delivering a project or service in the Region/Country/Location would be coordinated by the Technology Operations Partner where necessary

Innovation:
•    Participation in Technology Pilots and Solution Finding

Complexity:
•    Ability to work comfortably in a multi-cultural team environment.
•    Ability to work effectively in a widely dispersed team (time-zones/geographies)
•    Creativity in addressing technical challenges in highly regulated and complex environment

EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS
•    Bachelor’s degree in Computer Science or related field or equivalent experience required, Master’s Degree preferred
•    10+ years experience in a technical environment with experience as a team-leader
•    2+ Years of setting performance standards in a comparable role
•    Project Management Certification is a Plus
•    Strong analytical, communication, interpersonal and organizational skills required
•    A collaborative mindset is an absolute must

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