Service Delivery Manager

Job content

About us

Toyota Tsusho Systems Europe GmbH (TTS-E) is part of a healthy world innovation leader: the Toyota family.

Our mission: driving technology innovation throughout the Toyota Group.

This puts us in the very specific position of being able to connect with all our Affiliates.

We offer Cloud, Security, Network & Managed Services support.

Our flexibility allows us to create and replicate projects, share knowledge and visions across all Toyota Group entities.

Missions

Your responsibilities:

The Service Delivery Manager will guarantee the level quality and performance of the team(s) delivering managed services for our customers. The successful candidate will be expected to identify the customer issues and needs by maintaining and excellent relationship with end-users and stakeholders.

Primary:

• You will monitor and manage the Network environment to ensure optimal service for one of our biggest customers
• You will maintain high performance level for service-related processes and implement improvements activities when necessary
• You will take ownership of critical incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews
• You will ensure that systems, procedures, and methodologies are in place to support outstanding service delivery
• You will take accountability for service delivery performance, meet customer expectations, and drive future demand
• You will provide accurate and regular reports to the customer on performance of the service delivery
• You will build strong relationships with teams and stakeholders to enable effective dialog and exchanges
• You will lead personnel management, including staff recruitment, performance assessment, training, and mentoring
• You will work on a strategy with the customer for the future operation with TTS-E

Secondary :

• You will assess current way of working in TTS operation and SDM methodology
• You will identify gap and improvement points (incl. customer operation, way of working, etc.)
• You will define new TTS SDM standards (aligned with customer requirements)
• You will create action plan for improvement, standard setup, implementation, etc…
• You will document and implement new defined standard
• You will coach and support junior SDM’s
• You will define the roles and responsibilities between customer, TTS-E and partner
• You will standardize the service quality/cost/delivery/risk management method

Your profile:

• You have a Master’s degree in informatics or similar relevant working experience
• You have minimum 5 years of experience as a Service Delivery Manager
• You have minimum 8 years of experience in IT (and a good general understanding of the IT environment).
• You have experience with complex LAN and WAN environment, technically and organizationally
• You have a good understanding on the following technologies: Cisco (switches, cores, AP’s, etc.), F5 Load balancer, Men&Mice, etc.
• You are literate in MS Office
• You are experienced in communication, presentation, and reporting to executives
• You are experience in translating technical need to non-technical person (and opposite)
• You haveexcellent verbal and written communication skills and exceptional customer-facing capabilities
• You have experience in working at or with a service provider
• You have experience in dealing with third party-provided services
• You understand the importance of the network for a company and its manufacturers
• You have a good understanding the concept of managed services
• You have knowledge on ITIL principles
• You have operational ability in a diverse, large-scale environment
• You have in-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• You have experience in people management and leadership
• You are proficient in leading both physical and virtual teams
• You have a capacity to train and guide junior team members
• You have strong organizational skills and, an ability to manage and prioritize tasks efficiently
• You have a solid resource planning and problem-solving skills
• You have an analytical mindset, are problem solving oriented and have a proactive mindset
• You are ready to work the “Toyota Way” – or keen to learn it quickly !

If this looks like you, the next steps are:

• Apply to the position on Linkedin!
• If your application is successful, you will receive a series of written/video recorded job-related questions (about 20 minutes).
• An interview with the HR Manager and the Hiring Manager.

In addition to joining one of the global leaders in the automotive industry, you can also expect an excellent range of benefits. These include a rewarding salary, insurance package, a pension scheme, and a remote work allowance.

The position is based in Europe, so you should be willing to relocate and have unlimited access to the European labour market.

Toyota Tsusho Systems Europe GmbH is an equal opportunity employer. We do not discriminate based upon race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or other applicable legally protected characteristics.