Service Delivery Manager

At CEVA, we believe that logistics is a people business, that's why we create an environment of trust and team spirit - we encourage initiative and we empower our talent to grow in their careers.

We are supply chain experts and live and breathe it every day.

We offer a broad range of services in Contract Logistics, Air, Ocean and Ground management thanks to our 78,000 employees, operating in more than 160 countries.

At CEVA, we are passionate about our work and the value we deliver to our customers and as a company, we are growing at a fast pace - do you Dare to Grow with us?

Service Delivery Manager

The Service Delivery Manager is responsible for managing the support teams to ensure all computers, systems and servers are operating at optimal operating levels necessary to complete business needs.

Accountable for managing all of the services delivered from the infrastructure support organization.

Responsible for shift management and team leadership, ensuring proper coverage for global support

Ensure resources, capabilities and capacity meet Ceva's requirement as agreed.

Oversee the services and integration of all the agreed Service Towers.

Ensure all documentation for monitoring systems, processes and creation of hardware devices is up-to-date.

Manage and Deliver against agreed operational procedures to ensure quality and consistency of service.

Ensure adherence to agreed SLAs and KPIs.

Define, schedule and execute formal support review meetings (Monthly / Weekly / Adhoc etc).

Provide regular reporting on service delivery performance

Lead discussions on all major operations issues and coordinate service towers to work toward resolution of issues.

Ensure continuous communications and information gathering during major incidents, and provide updates to key stakeholders.

Assist in building and managing support teams and direct all related people / process and technology competencies.

Vendor management

Provide on-call 24 / 7 support as needed.

Follow established policies and procedures; determine and recommend potential enhancements.

• Qualifications

Bachelor's degree in Computer Science or related field preferred or 5 years relevant work experience is required.

Minimum of 5 years' demonstrated experience supporting multiple OS versions

Minimum of 5 years' demonstrated experience Implementing and supporting core infrastructure services

Well versed in; server hardware, provisioning techniques, FC based shared storage, Clustering, performance monitoring and analysis, etc.

Worked alongside global partners in 24x7 environment.

Worked in Global role

Worked in geographically dispersed team

Excellent oral communication and customer relations skills.

Ability to communicate and interact at all levels of the organisations hierarchy.

Ability to understand and communicate technical concepts to a business audience.

Full-Time position(s) available.

As a global organization, and as part of the CMA CGM Group, diversity is critical to our business success; only when we can reflect the cultures, languages, behaviors and local knowledge of our customers, we can succeed.

By employing people with different experiences and abilities, we expand our knowledge and increase our creativity and innovation.