Job Properties
  • Job Type
    Full-time Position
  • Category
    Construction & Architecture
  • Languages
  • Experience Required
  • Degree Required
    • Province
    • Date Posted
      August 27,2022
    • IMG_6430
    • VISA
    • Premium Package

    Regional IT Service Delivery Lead

    Make a +Difference at Kraton!
    At Kraton, we make a Positive Difference, and we are looking for individuals who are also looking to make a difference in their jobs, for our customers and to the world. We are looking to hire a key member of our IT team in Almere, Netherlands. The Regional IT Service Delivery Lead is focused on the management of functional projects related to IT Service Delivery (including outsourced services) and other infrastructure services and services for a specific region.
    Key Responsibilities
    The Regional IT Service Delivery Lead is established to manage the contracted IT service agreements, associated service level agreements (SLAs) and any disruption with these services. They develop key performance indicators (KPIs) for dashboard reporting to leadership and end users, take ownership of root cause analysis and incident/problem resolution. The role architects and oversees IT service delivery processes that meet compliance requirements, as well as acts as single point of contact for all outsourced services relevant for their region.
    The key responsibilities and deliverables of this role include but are not limited to the following:
    • Establish and refine regional service delivery processes, working with leadership to ensure alignment with global processes and expectations
    • Lead the performance of services to internal and external clients internal and ensure service level agreements (SLAs) are achieved
    • Manage and contribute to the delivery of all IT components of group services to meet business objectives
    • Oversee outsourced services system upgrades and analyze impact on organization
    • Communicate on and resolve service disruptions by interacting with vendors and service groups
    • Identify key performance indicators (KPIs) and key services as well as create mechanisms for reporting KPIs and SLAs to senior management monthly
    • Assess customer feedback and make necessary improvements to ensure customer satisfaction expectations are met
    • Provide information and assist Senior IT Service Delivery Manager with IT budgeting and cost control
    • Act as a regional point for all IT issues (Infrastructure and Application) within the area and ensure engagement with the appropriate IT Group (Infrastructure, Applications, Information Security, etc.)
    • Build the relationship between IT and the Business to become the trusted partner for delivering value and high levels of service
    Required Skills
    • 5+ years IT Service Management (ITSM) experience.
    • Experience with service delivery management for cloud and/or outsourced help desk and services.
    • Must possess excellent organization, prioritization, and communication skills.
    • Minimum 5 years’ experience with industry standard applications for E-Mail, Office productivity and (dashboard) reporting applications
    • Strong understanding of cloud services e.g. Microsoft Azure, Success Factors
    • Basic understanding of IT infrastructure components (Active Directory, Messaging, Networking, Security, Cloud)
    • Basic understanding of hardware, software, security and networking technologies (LAN/WAN, VPN, Routing)
    • Strong understanding of SAP Administration for hosted environments is preferred
    • Strong problem resolution skills with drive and focus on accuracy and completion
    • Solid background in project management work inclusive of maturing processes in the organization
    Education, Certifications & Licenses
    • Minimum of bachelor's degree in Business Administration, Information. Technology, Computer Science, or other relevant field of study from an accredited college/university required.
    • Master's degree in Business Administration, Information Technology, Computer Science or other relevant field of study from an accredited college/university preferred.
    The statements above are intended to describe the general nature and level of work performed by employees assigned to this classification. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.

    Kraton’s internal talent acquisition team manages our recruiting efforts and from time to time works with pre-selected/pre-approved external staffing agencies. We do NOT accept unsolicited resumes or candidate referrals from recruiters and/or agencies who are not pre-selected/pre-approved.
    Kraton is proud to be an Equal Opportunity Employer.
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