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Digital Service Delivery Manager

An exciting opportunity to establish and oversee outstanding digital services for a global organization

ongeveer een jaar geleden


Amsterdam, Noord-Holland
Vast contract
Aantal jaren werkervaring:
10-15 jaar, > 15 jaar


AkzoNobel's Specialty Chemicals (SC) provides a wide range of high quality and sustainable ingredients that are integral to numerous key industrial processes worldwide.

As SC moves towards its exciting new status as an independent company, our ambition is to be the digital leader in the chemical industry. To this end, our new Center of Expertise (CoE) Digital Operations will operate within IM Services to support our businesses with digital technology and expertise ranging from customer facing front ends to providing new insights based on enterprise data.

Within this context, your mission is to lead and manage the CoE Digital Operations team, setting up and embedding a wide range of platforms, shared services, SLAs and management processes. In doing so you ensure consistently high service performance, monitor employees, and evaluate feedback to develop quality improvement. You report to the Director CoE Digital with a dotted line to the Director IM Services.

Is this a challenge that matches your profile as a highly analytical professional with valuable Service Delivery management experience? Can you act autonomously while leading with energy, conviction, and commitment to drive standardization and ensure clear and robust decisions? Are you able to balance long-term vision with the short-term implications of individual decisions, maintaining a big-picture ‘helicopter view’ while keeping an eye on detail? Above all, can you make a real difference within our dynamic, multinational and multicultural business environment?

If you offer all this and more, we invite you to apply for the position of

Digital Services Delivery Manager

The role and its responsibilities
This is a high profile opportunity – based at our Global Center in Amsterdam, the Netherlands – to play a significant role in the success a new and world-leading company.

The role encompasses a number of key activity areas:

Digital Platform
You are the product owner for Digital platforms (Web, Mobile, IoT, Data, Integration, etc). Thus you provide roadmaps, standards and guidelines for each platform, and develop new features/functionalities, always promoting re-use and driving down operating costs.

Further, you onboard new resources/agencies and manage the overall Digital application repository (owned and SaaS) and work with Enterprise Architecture to reduce overall operating costs.

Digital Service Center
Working within the Digital IM Services Global delivery model, you perform Service Delivery management for all Global, Regional and Local end-to-end services for BAs and Functions. At all times the focus is to deliver service and operational excellence in line with customer expectations and budget, leveraging the benefits of global scale.

Thus you set-up and oversee the Global Digital Service Desk, including Administration Services and Business Support Services that need to support a number of live markets, teams and countries. This requires central content management, reporting, data management, SEO, (re)training etc.

The Services Desk also incorporates Technical Support Services for the execution of more difficult 2nd line tasks and the handling of standard changes like configuration changes for new sites etc. In addition you oversee Development & Code Maintenance Services per technology.

Further, you run independent Test & QA Services for new deployments to safeguard production environments. You are also responsible for Hosting Services/Infrastructure Operations – an independent function to provide functionality via applications to developers.

Security & Compliance is key and you ensure independent services to execute security vulnerability scans, conduct privacy impact assessments for new software, respond to security incidents etc.

At all times you proactively communicate service business updates to Global functions, Regions, Executive Board and other functions. You also forecast planning per quarter based on change load and service delivery requirements. Further, you contribute to the development of the longer-term service strategy and capabilities to meet demand for services.

Azure Cloud Competence Center
You develop and manage this Center in order to facilitate and promote the use of Azure Cloud components.

Service Management Reporting and Improvement
You rigorously negotiate and report SLAs, monitoring delivery within the agreed service levels by global and regional operational teams. Where possible you improve service offerings as part of our relentless focus on continuous improvement.

As such, this is a demanding and far-reaching role in which you manage or participate in major organizational changes, typically with high impact on a number of technical and business processes, involving different stakeholders.

Candidate profile
To apply for this position you must possess all the following attributes:

  • Master/ Bachelor degree in business management, computer science, computer engineering, or a related field of study;
  • Professional with a minimum 10 years of experience in the digital IT sector including 3 to 5 years managing IM Services in a diverse geographical and cultural spread;
  • Knowledge and understanding of the dynamics in the Digital space and of best practice solutions in the shared solutions space;
  • Knowledge of the manufacturing/process industry and a commitment to achieving and maintaining high quality standards;
  • Advanced stakeholder management skills and the ability to influence internal and external parties;
  • Strong communication and interpersonal skills including fluent written and spoken English.

Application details
For further information, please contact Jacquelien Huisman, Talent Resourcing Partner, +31 (0)88-010 6789, option 2. Only online applications will be accepted, please go to the vacancy section on www.akzonobel.nl/careers, reference 170005J6 or use the ‘apply’ link.

A pre-employment screening may form part of the selection process.

Agency or sales calls are not appreciated

Industries worldwide rely on our essential chemistry in the manufacture of everyday products such as paper, plastics, building materials, and personal care items. Building on the dedication of our employees and our shared commitment to safety, sustainability, and open innovation, we have established a world-class business and built strong partnerships with our customers. We operate in over 80 countries around the world and our portfolio of industry leading brands includes Eka, Dissolvine, Trigonox, and Berol.