Are you a qualified Service Delivery professional with great stakeholder management skills looking for your next challenge? If this sounds like you, we want to get to know you!
We are seeking a Service Delivery Manager (SDM) that will be responsible for ensuring the Technology services meet business needs and perform to expected service levels across Franchise & Supply Chain. We operate across 28 countries with over stores and a fast growing Franchise expansion that will double the size of the business over the next few years.
About the role
You’ll be in charge of the operational management and improvement of core service management processes, particularly major incident, problem management, incident management and release & deployment processes. You’ll be responsible for the delivery, support and operational performance of services within the business verticals. In this role, you’ll ensure reliability, procedural integrity, and efficiencies driving a continual service improvement culture across the Technology department.
Based in our HQ on Strandgade Copenhagen and reporting to the operability lead, you will work in close collaboration with the project managers, service owners and functional support teams to continually drive improvements, service reliability, performance and cost efficiencies.
As Service Delivery Manager, Franchise & Supply Chain at Flying Tiger Copenhagen you will need to ensure you are to represent the interest of the business within FTC Technology, working with Platform teams (Service Management, Application Delivery, Data & Analytics, Integration, Security, Infrastructure, etc.) to execute on the service strategy and engagement model.
Main responsibilities
Stakeholder management
Global Service Delivery
Escalation Management
About You
With your collaborative approach, you’re able to manage and influence stakeholders and gain an understanding of business and operational environments. You have strong experience or a certification within ITIL and in-depth service design skills, as well as functional experience of managing Major Incidents, Problems and Releases. You’ll have previous experience in designing and managing the transition of services and working with 3rd Party suppliers.
You are an innovative thinker; able to turn customer service requirements into viable solutions and capable of taking leadership and inspire others. You have strong knowledge about Project Management, Development & Configuration lifecycles. You’re a highly motivated self-starter, with fluent communication with stakeholders across all levels of the organization.
We expect that you hold a relevant degree, minimum at bachelor level or minimum 5 years of practical experience within Service Delivery Management or similar roles.
Furthermore, you have corresponding experience from large scale international organizations, which has provided you with most of the following skills:
This is us
At Flying Tiger Copenhagen, we believe in a fun and dynamic workplace where we put our heart into everything we do. We offer flexibility, international exposure, and a social and informal work environment with plenty of opportunities to connect with colleagues socially and professionally. You'll also be part of an international work environment founded in Scandinavian culture.
We value our employees and offer a range of benefits to ensure their happiness and well-being.
Flying Tiger Copenhagen offers:
Did you know
We take climate change very seriously and work very hard to minimize our carbon footprint. We do this by buying less plastic and more renewable materials (everything which grows) – and we also want to make sure that all stores are run on renewable energy. We walk the talk – and make sure that what we do is validated by external experts, in the Science Based Targets initiative. You can read more about our work with climate action here
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