Job Details
Manager, Service Delivery Systems The Manager of IT Service Delivery Systems plays a pivotal role in overseeing and enhancing the efficiency of our IT Service Management processes, with a particular focus on Atlassian Jira. This position requires a candidate with extensive knowledge in managing ITSM frameworks and a deep understanding of the Atlassian Jira platform. They will be responsible for ensuring the seamless delivery of IT services, optimizing workflows, and driving continuous improvement initiatives.
Leads the IT Service Delivery Function driving solutions and services to meet the needs of our business and customer requirements. Following Industry standard practises and utilising ITIL processes where applicable to our business.
Has ownership for IT Service Management Tools to provide users an efficient way to submit IT service requests, track them and follow up. A focus on optimisation using automation where possible to avoid manual high-volume tasks that use up resources.
KEY ACCOUNTABILITIES IT Service Management (ITSM): Lead and manage the ITSM processes to ensure the effective delivery of IT services. Develop and implement ITSM strategies, policies, and procedures. Atlassian Jira Administration: Serve as the primary administrator for Atlassian Jira, overseeing its configuration, customization, and optimization. Collaborate with cross-functional teams to enhance Jira functionalities to meet business requirements.Process Optimization: Identify opportunities for process improvement within IT service delivery. Streamline workflows, reduce bottlenecks, and implement best practices to enhance overall operational efficiency.Team Leadership: Build and lead a high-performing team of IT professionals. Provide guidance, coaching, and mentorship to team members. Foster a collaborative and innovative work environment.Stakeholder Collaboration: Work closely with various stakeholders, including IT teams, business units, and external vendors, to understand their requirements and ensure IT services align with organizational objectives.Incident and Problem Management: Oversee the incident and problem management processes. Coordinate resolution efforts, conduct root cause analysis, and implement preventive measures.Performance Monitoring and Reporting: Establish and maintain performance metrics for IT service delivery. Generate regular reports to assess the effectiveness of ITSM processes and identify areas for improvement.Support of all audit requirements, corporate, certification or customer led. QUALIFICATIONS Degree: Bachelor's degree in Computer Science in the field of computer science or management information systems or a related discipline. OR 10+ Years IT Experience with at least 5 in a functional management role. EXPERIENCE Minimum 10 Years experience of IT in a corporate environment.Experience in team management in a global environment.Strong knowledge of ITIL processes with practical experience implementing them within a large global business.Technical background with a broad technical awareness of how IT solutions work together in a corporate environment.Experience implementing and managing a large scale ITSM solution with full metrics, reporting and automation.Compensation
DP World offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally, stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.
About DP World
Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world's trade flow better, changing what's possible for the customers and communities we serve globally.
With a dedicated, diverse and professional team of more than 103,000 employees spanning 75 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that's fit for the future.
We're rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades. The DP World family comprises of syncreon, Imperial and P&O.
What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we're at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimising disruptions from the factory floor to the customer's door.
WE MAKE TRADE FLOW TO CHANGE WHAT'S POSSIBLE FOR EVERYONE DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We believe that employees are happiest when they're empowered to be their true, authentic selves. So, please come as you are. We can't wait to meet you.
By submitting your resume and application information, you authorize DP World to transmit and store your information in the world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.
