Service Transition Manager responsible for negotiating SLAs and ensuring service quality. Supporting IT services delivery in a diverse and inclusive company in the Philippines.
About the role
- Service Delivery Manager overseeing the delivery of Hybrid Cloud and IAM projects at Elanco. Collaborating with team members and external partners to ensure secure IT services.
Responsibilities
- Own the delivery of Hybrid Cloud and IAM projects and improvements from planning through execution and closure
- Plan projects with team members and the global TechOps team
- Host day-to-day meetings across the team (planning meetings, stand-ups, backlog reviews, status updates, retrospectives)
- Manage the creation, review, and approval of project documentation (charters, user stories, designs, plans, communications, release notes, testing)
- Administer all work within project management tools (currently Monday.com and ServiceNow) and share best practices to improve delivery
- Manage risks, assumptions, issues, and dependencies across the team
- Facilitate commercial activities (e.g., creating SoWs, change requests)
- Communicate effectively to different audiences (immediate team, senior leaders, end users)
- Collaborate with IT and Business stakeholders to plan activities, changes, and deployments
- Represent project status in forums inside and outside of TechOps
- Manage requests or escalations related to your projects
- Create dashboards, timelines, gantt views, and roadmaps for different stakeholders
- Govern external partners to ensure they deliver expected services
- Report on partner performance (KPIs, SLAs)
- Manage escalations with external partners, working with the Vendor Management Office (VMO)
- Ensure adherence to IT Service Management processes
- Manage team resourcing and capacity
- Share best practices for Agile ways of working
- Ensure security, privacy, and quality practices are embedded in everything we do
- Continuously improve ways of working and look for opportunities to simplify.
Requirements
- Bachelor’s Degree or equivalent level of experience
- Minimum 5 years in project management, service delivery, or IT operations with focus on Cloud and Identity services
- Experience in project management or scrum master roles
- Experience leading and delivering infrastructure projects, specifically aligned to Cloud and Identity
- Strong communication, facilitation, analytical, and problem-solving skills
- Strong organization skills with proven ability to manage complex projects
- Ability to influence across all levels of IT and with third parties.
Benefits
- Travel: 0-10%
- Hybrid Work Environment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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