The Service Delivery Manager (SDM) role is an interface and a coordinator between the data centre teams and the outside world. The outside world is represented by the DGs in the commission. Those DGs need IT services and platforms.

They want DIGIT to host and manage them so that they can focus on their own business.

• For the “outside world”, the SDM is representing DIGIT in the context of his services (see the list of services below). He takes ownership of all issues, requests for improvement, and requests for information for those services. He is an “incarnation” of DIGIT for those services, a single point of contact.
• From the data centre perspective, the SDM is the “Business Owner”. The Business owner brings the “business value” perspective. He knows what the customer needs. His view is driving the priorities in the development of the IT services. He is also consolidating everything that relates to his services: cost model, service catalogue page and documentation, monitoring, security, network, software licensing...

The SDM is responsible to keep his services manageable at scale and financially viable. He must balance between the customer needs (i.e. specificities) and the industrialization constraints (i.e. one size fits all).

A typical SDM oversees a portfolio of IT services.

Your IT services will be notably the following ones:

• Fabric (Unified data analytics platform, in the Azure public cloud)
• Qlik Sense (data visualization tool)
• SAP Business Intelligence (reporting tool)
• SAP Data Services (ETL tool)

Those services are already established and operate on a large scale. A Managed Service Provider, "COSMOS," handles all IT service management. However, you need strong analytical and technical skills to “quality-check” the delivery and address gaps as needed. The COSMOS team reporting to you consist of 10 to 15 people, with roughly 40% in service operations, 40% in service design, 10% in project management, and 10%

in coordination. You will spend a substantial share of your time following their activities and having meetings with them.

Skills and education

Requirements

• Education: Minimum 5 years of higher education (EQF level 7 or equivalent).
• Professional experience: Proven experience in service delivery management in complex IT environments.
• IT service management: Explicit knowledge of IT service management frameworks, such as ITIL, and ability to apply them in service operations, incident, problem, change, release, and service level management.
• Stakeholder coordination: Experience in coordinating multiple stakeholders, including business representatives, technical teams, and external service providers.
• Operational governance: Ability to monitor service performance, manage risks and escalations, and ensure compliance with agreed processes, KPIs, and SLAs.
• Communication: Strong written and oral communication skills, with the ability to prepare clear service reports and conduct follow-up with stakeholders.

Added bonus requirements

• Experience in data and analytics service environments, including technologies such as Microsoft Fabric, Qlik Sense, SAP BI, and SAP Data Services.
• Experience working with managed service providers and outsourced service delivery models.
• Knowledge of European Commission IT environments, governance, or working methods.
• Relevant certification in ITIL or comparable service management methodology.
• Experience in service transition, continuous service improvement, and vendor performance management.

Working at ICF

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