IS Service Delivery Manager for Application Run

02 Nov 2016
02 Dec 2016
Contract Type
Full Time
The ABB Global Business Services - Information Systems organization (GBS IS) is a unique unit providing software development and infrastructure services which support the business processes of ABB across the world. Everyday a team of talented developers, infrastructure experts, project managers, service managers and other specialists works on advanced IT solutions to improve the productivity, efficiency and effectiveness of ABB business operations. ABB is currently developing the IS Application Development and Maintenance Organization to consolidate and deliver high quality, cost-effective and innovative IS services to ABB business units around the globe. Joining the ABB IS ADM Organization, you will have the opportunity to work in a fast-paced, international environment, solve complex problems and grow together with the rapidly developing business. We are currently looking for candidates for the position of IS Service Delivery Manager for Application Run to lead, supervise and develop the global team accountable for the effective delivery and responsive support of existing Application Run services, and for assuring the prompt introduction of new and changed Application Run services into the IS landscape.

• Responsible for ensuring a continuous and continuously improving Application Run service delivery and support. Reviews Service Level Agreements (SLAs) and corresponding service monitoring & controlling metrics to identify rightsizing opportunities;
• Collaborates with Application Run Towers and Operational Supply departments, with IS departments managers (IS Infrastructure in particular), with internal and 3rd party suppliers (where applicable);
• Partners with IS ADM department (in particular DDM, and CoE), and Country IS management;
• Is globally accountable for application service level performance, for assuring the introduction of new services/ applications into the IS landscape, and for the changes to existing services/ applications. Ensures the quality and effectiveness of support services provided by the global Application Run organization;
• Supersedes the execution and delivery of Application Run services and the actions when services do not meet agreed service levels. Discusses service level reports with the relevant Business, Domain, and Application Manager(s) to ensure understanding and to jointly define and plan improvements;
• Ensures minimal disruption to services and applications during new services introduction. Reviews service proposals for/ from 3rd party vendors, ensuring they meet Application Run requirements;
• Acts as the key escalation point for application service performance;
• Accountable for interface-to and handover-from ADM/ build teams for new and changed services as part of service transition;
• Acts as primary contact during SOX audits, aligning application towers and operations with relevant controls to fulfil compliance requirements;
• Facilitates the translation of Application Run support requirements in specifications/ high-level service design, throughout the project lifecycle;
• Reviews periodically the performance of the teams, the quality of the deliverables and the stakeholder's as well as end user satisfaction;
• Reviews regularly with all the stakeholders the quality of deliverables;
• Contributes to the IS Service Catalogue for the Application Run components, sets directions in the areas of service introduction and end user support;
• Supports the installation/ management/ maintenance/ optimization of internal and cross-functional processes related to Application Run. Ultimately accountable for the performance and execution of service delivery assurance and service delivery introduction activities and processes in Application Run, including escalation, compliance, SLA management and continuous service improvement;
• Strongly collaborates with the IS Infrastructure organization, in particular Service Desk and Service and Supply Integration (SSI) areas, to ensure the effective management and operations of the of the Global Service Desk and SSI organizations;
• Supports work in the domain is aligned to given goals and compliant with ABB IS Enterprise Architecture and any other applicable ABB Group Directives and ABB Group Guidelines, especially ABB IS Guidelines and Directive, which deal with IS service delivery. Contributes to the development of IS internal standards;
• Proactively develops and maintains strategic objectives and targets for Application Run Services Delivery against which performance can be measured, like effectiveness, efficiency, quality, and business end user satisfaction levels;
• Manages and is accountable for assigned budgets, and delivers within agreed schedules and costs;
• Ensures and increases satisfaction with IS Services by assessing expectations, verifying that actions are taken to close any gap, and influencing senior stakeholder perceptions of IS Services;
• Manages relationships with Application Run, regional and division business heads, country IS, GBSes and 3rd party suppliers (where applicable) and in particular with ADM, IS management and IS Infrastructure (Service Desk and SSI), to provide updates and manage expectations;
• Deals with any incident, change or project which has, or might have, a major impact on the Application Run department, and/ or on the whole of IS;
• Timely informs/ consults relevant IS colleagues (and non-IS colleagues, where applicable) on any incident, change or project activities which may have a major impact on the others' areas of responsibility;
• Ensures (with HR Manager support) that the area of responsibility is properly organized, staffed, skilled and directed. Guides, motivates and develops direct and indirect subordinates within HR policies, for the benefit of both ABB and the employee;
• Demonstrates leadership across the IS organization;
• Ensures Application Run Service Delivery teams adhere to the IS process framework and governance model, as well as agreed RACIs and LEC specification;
• Is the key point of escalation in Application Run for Domains/ Countries/ Clusters issues and complaints about applications and services, and about Service Delivery Management personnel;
• Participates and contributes in management and executive meetings (internal and external), as well as governance bodies, representing Application Run Service Delivery;
• Supports the implementation of the IS Strategy and the IS Enterprise Architecture (as required).

• Above 8 years of IS experience within the relevant IS domain;
• Excellent IS operations skills and a deep understanding of the overall context of business processes and IS technologies;
• Strong experience in leading IS people;
• Strong experience of identifying and resolving issues between team members or other teams;
• Experience to translate business requirements into technical IS capabilities and solutions;
• Experience in project planning and execution as well as economic aspects of system management and life cycle;
• Strong knowledge of ITIL processes;
• Good knowledge of IS technology;
• Strong in information management, computer systems, business engineering or similar;
• Above 1 experience in working in a non-native country and culture;
• Fluent spoken and written English, local language(s) a big advantage;
• Above 5 years of line management.