• students/interns
  • contractors
  • consultants
  • temporary
  • graduate
  • experienced professionals
  • Category 1
  • Category 2
  • Category 3
  • Category 4
  • Category 5
  • Category 6
  • Country 1
  • Country 2
  • Country 3
  • Country 4
  • Country 5
    Search

    Regional Service Delivery Manager

    • 17587
    • Information Technology
    • Experienced Professionals
    • Administration
    • Information Technology
    • India
    • Bangalore

    Share:

    We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

    Job Description

    About the role

    As a Service Delivery Manager at Arm® you will be part of a global team and will help us ensure Arm receives the highest level of service making sure Key Performance Indicators and service levels agreed are delivered to customers and key partners. The role covers end to end service responsibility representing IT Service operations focusing on outstanding user experience. You will work alongside both internal and external teams as part of projects and programmes.

    Group boiler plate?

    We, as a team, are accountable for ensuring business alignment with IT Operations strategy and results by handling expectations and perception via customer satisfaction survey results, service reviews and stakeholder engagement model. 

    What will I be accountable for?

    • Acting as liaison between IT and business groups you will work with service operations delivery functions, functional teams and partners driving a successful and trusted business relationship
    • Will Develop and maintain a service roadmap owning service improvement plans, associated benefits and risk reduction
    • Maintains and develops a trusted partner relationship with the business, for the geographical region of responsibility, by acting as the interface between business and IT operations. Facilitating and promoting business reviews and business engagement. Acting as key business facilitator understands business's overall strategy identifying changes that may impact levels of service provided. Representing business across IT operations related activities as well as other wider teams that require Service Delivery Management expertise.
    • Owns and maintains business engagement map and issue/escalation matrix for region of responsibility.
    • Team management of the Service Delivery Function for the region of responsibility aiming for effective people and function maturity and development
    • Champions a culture of collaboration promoting information sharing and expertise across organization focusing on Partners/Suppliers and wider Technology groups in support of business needs.
    • Approves technical high-level design/portfolio components changes to meet Service Levels
    • Ensures services are delivered within agreed costs and financial goals
    • Participates at Service Level agreement review and negotiations and approves/review Service critical metrics
    • Approves/rejects Change control requests
    • Reviews /approves implementation of new products or services acting as Partner for Service Design and Transition
    • Maintains and promotes service catalogue
    • Identifies end users to be involved in User Acceptance testing and Proof of Concept initiatives collaborating with Product Teams
    • Owns governance for Major Incident Management acting as on Duty Manager on a Rota (weekdays during working hours) and on call basis ( weekend only on a rota basis)
    • Liaises with Incident/Problem management guaranteeing that all Major Incident documentation is built following Incident and Problem management standards – Post Incident Reviews, Major Incident write-ups and executive summaries when applicable
    • Owns and promotes business      communications related to Service Operations: Added value Major Incident communications, IT Operations releases and initiatives, changes and  planned maintenances.

     

    Job Requirements

    What skills, experience, and qualifications do I need?

    What skills, experience and qualifications do you need?

    • 4 years plus in a Global Service Delivery Management role
    • Consistent track record of building strong lasting relationships within IT and the Business
    • Strong planning and organisation skills
    • Highly proficient communication skills to concisely convey technical topics to technical and non-technical people
    • Team/People management as well as Matrix management

    Professional experience:

    • Relevant experience in a similar      operational role.
    • ITIL Foundation v3 minimum
    • Working in a complex,      multi-geography, federated business and IT environment.
    • Experience in stakeholder      management and relationship management
    • Desirable to have experience of      Agile ways of working and SAFe.

    What are the desired behaviours for this role?

    At Arm, we are proud to have a set of behaviours that reflect our creative culture and guide our decisions, defining how we work together to defy ordinary and shape extraordinary. These behaviours are assessed during the recruitment process:

    • Delivery of results – You      demonstrate a can-do attitude and you work towards overcoming obstacles,      acting with a sense of urgency because you’re passionate about what you      do.
    • Partner / customer focus – Your      tendency to put your partners and customers first in all that you do by      understanding their needs and striving to achieve the best outcome for      both.
    • Creativity / innovation –      Possessing curiosity and a passion for driving continuous improvement      through spotting opportunities and seeking the views of others.
    • Collaboration / communication –      Your ability to forge relationships which are built upon mutual trust,      open communication and sharing of information and success.
    • Personal impact / influence – You      listen to different perspectives, evaluate, persuade and carefully shape      your work to deliver truly impactful results.
    • Team / personal development – You      take time to drive your own development, while also encouraging team      members and partners to do the same.

     

     

    Personal attributes

    • Confident and organised with      excellent social and interpersonal skills, both written and verbal.
    • Have a consultative working      style, respectful to others with the ability to build and develop      relationships with a variety of people across an organisation
    • Creative problem solving and      analysis skills are required to identify, develop and implement solutions      to meet the needs of the business
    • Self-motivated with a ‘can do’      attitude and able to work with ambiguity
    • Be Passionate about Service and      user experience

    With offices around the world, Arm is a varied community of dedicated, creative and highly talented engineers. We enable an inclusive, meritocratic and open workplace where all our people can grow and succeed. We inspire our people to share their unique contributions to Arm's success in the global marketplace.

     

    What are the desired behaviours for this role?

    At Arm, we are guided by our core beliefs that reflect our unique culture and guide our decisions, defining how we work together to defy ordinary and shape extraordinary:

    We not I 

    • Take daily responsibility to make the Global      Arm community thrive
    • No individual owns the right answer.      Brilliance is collective
    • Information is crucial, share it
    • Realise that we win when we collaborate — and      that everyone misses out when we don’t (what does collaborate)

    Passion for progress 

    • Our differences are our strength. Widen and      mix up the pool of people you connect with
    • Difficult things can take unexpected      directions. Stick with it
    • Make feedback positive and expansive, not negative      and narrow
    • The essence of progress is that it can’t stop.      Grow with it and own your own progress

    Be your brilliant self 

    • Be quirky not egocentric
    • Recognise the power in saying ‘I don’t know’
    • Make trust our default position
    • Hold strong opinions lightly

     
    We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

    ARM Benefits

    Benefits

    Your particular benefits package will depend on position and type of employment and may be subject to change. Your package will be confirmed on offer of employment. Arm’s benefits program provides permanent employees with the opportunity to stay innovative and healthy, ensure the wellness of their families, and create a positive working environment.

    • Annual Bonus Plan
    • Discretionary Cash Award
    • Contributory Pension
    • Insurance, Medical, Life & Personal accident
    • Holiday, 25 days annual leave
    • Sabbatical, 20 business days every four-year of service
    • Volunteering, One (1) paid working day each year (TeamARM)
    • Others, subsidized meal, gym, team and social events

    About Arm

    Arm® technology is at the heart of a computing and connectivity revolution that is transforming the way people live and businesses operate. From the unmissable to the invisible; our advanced, energy-efficient processor designs are enabling the intelligence in 86 billion silicon chips and securely powering products from the sensor to the smartphone to the supercomputer. With more than 1,000 technology partners including the world’s most famous business and consumer brands, we are driving Arm innovation into all areas compute is happening inside the chip, the network and the cloud.

    With offices around the world, Arm is a diverse community of dedicated, innovative and highly talented professionals. By enabling an inclusive, meritocratic and open workplace where all our people can grow and succeed, we encourage our people to share their unique contributions to Arm's success in the global marketplace.

    About the office

    The Arm Bangalore office employs staff from the Architecture & Technology, CPU, Physical Design, Systems & Software and Administrative Support teams. Located at a height of over 900 m (3,000 ft) above sea level, Bangalore is known for its pleasant climate throughout the year which makes it suitable for a variety of outdoor sports in the numerous parks and gardens that dot the city.

    Bangalore, India
    Arm Embedded Technologies Private Ltd.
    Bagmane World Technology Center - SEZ
    Citrine Block, 5th and 6th Floor
    Marathahalli Outer Ring Road,
    Mahadevapura,
    Bangalore - 560 048.

    See on Google maps