IT CDO Service Delivery Manager

Introduction to the job

ASML IT develops and delivers automated and digital services that are absolutely mission critical for ASML’s internal and external activities. These services support information management, infrastructure, automation and optimization of key business processes across ASML. The goal of the IT organization is to continuously improve our business capabilities while at the same time delivering a 24x7 global IT landscape.

ASML IT works in SAFe Agile way. For the IT CDO Analytics portfolio we are looking for a service manager.

Who is ready to drive and show measurable results?!

Role and Responsibilities

This is a key-role in the IT Chief Data Office (IT CDO), as part of the Mature Services team. The Service Manager independently functions as the IT Service Owner bridging the demand of the business for IT Services and on the other hand the delivery of the IT support activities as agreed upon contract with IT Service Providers.

The Service Manager is shaping efficient structures and processes in a high performing organization with business stakeholders, IT and Service Providers to achieve operational excellence. Assuring the availability, performance and security of IT business services, in accordance with SLA’s.

Responsibilities of the Service Manager

• Is responsible for all IT Analytics managed services which are delivered to the internal customer, with focus on service operations.
• Align and partner with the Agile Release Trains (ART’s) that operate in IT CDO Analytics portfolio.
• Build strong relationship network and manage stakeholders cross IT and business.
• Drives the IT-business relationship management & understands business priorities and expectations.
• Manage and liaises the relationship with the business (Information Officers, Business Process Owners, Key User Organization) to channel the demand towards the external service providers.
• Service portfolio management:
  - Accept new and changed IT services delivered by ART’s.
  - Provide insight on the overall performance of the service delivered.
  - Develop a (long term) roadmap for the services together with, and advice the business in order to ensure continuity.
• Defining, managing and evaluating service levels targets and ensuring services are delivered and improved in line with agreed targets and expectations.
  - Usage management for IT services
  - Lifecycle management for IT service
  - Ensure quality standards for solutions, in collaboration with our competence
  - Ensure proper deployment of ASML policies towards the IT standards to provide consistent and compliant use of IT
• Managing dependencies and expectations from multiple suppliers and integrating to provide a single business-facing IT service.
  - Ensure E-2-E service management by Service Providers
  - Provide an escalation level for service issues and service integration issues for the services in scope
  
  
  Tasks (not extensive):
• Chair the business service performance review on a monthly basis.
• Create and maintain service roadmap during entire life cycle of service, incl SLA review.
• Contribute in commercial contract management of contracts, suppliers and delivery models.
• Takes part with the ART’s in service operations advisory and transition board.
• Controls and manages per service the financial budget and initiate cost saving improvements.
• Functional management of the service manager of the external service provider

Empowered:

• Empowered to make decisions within the provided budget related to a service.
• Empowered to make decisions regarding service improvements and quality within agreed boundaries and IT strategy.
• Empowered to approve emergency changes for the associated service.
• In case of escalation (not limited to Priority 2 incidents) to act upon End-2-End ownership cross delivery teams (fix first, settle later).

Education and experience

• Master level or equivalent combination of Education and experience.
• 10+ years of experience in relevant business and/or IT roles and at least 5 years of experience as a delivery or service manager (or equivalent) on senior level
• Thorough understanding and practical experience with:
  - Experience with implementing service strategy.
  - Designing and implementing Service Integration and Management solutions.
  - Content of contracts, master service agreements, governance schedules, price schedules, terms and conditions.
  - Strong knowledge of risk and control frameworks like SoX, CobIT, ISO and financial processes like Forecast, Budget and Charge-out regime.
  - ITIL Service Management processes.
• Strong customer focus and customer facing skills.
• Excellent relationship and stakeholder manager since many of the underpinning services are developed and delivered by other Departments (cross IT and business).
• Taking and driving end2end ownership.

Context of the position

At ASML we invent, develop and manufacture world-leading high-tech lithography machines for our chip making customers. These tailor-made machines can image billions of structures in a few seconds with an accuracy of a few silicon atoms. Our headquarters are located in the heart of the Eindhoven region, also known as ‘Brainport’, Europe’s top tech hub.

ASML is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that Diversity and inclusion is a driving force in the success of our company.

Need to know more about applying for a job at ASML? Read our frequently asked questions.

Work Experience: 4-9 years,10-15 years

Travel: No

Education Level: Master

Employment Type: FULL_TIME

Team: IT

Technical Field: