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Sport / Senior Manager Service Delivery

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Vacancy ID:

Date: 27 March 2014

Deadline: 3 April 2014

Work conditions: Full time, Contract

Location: Baku, Azerbaijan

Company: Baku European Games Committee

Salary: Negotiable




Purpose: 

  • To define and deliver a high quality IT service management service to BEGOC end users, based on best practice service management principles, processes and procedures.


Key accountabilities:

  • Establish an effective and efficient service desk team.
  • Define and deploy service desk toolset including ticketing systems, incident management and issue resolution.
  • Define and implement the core service desk and change and configuration management processes and procedures.
  • Recruit and train service desk agents.
  • Forecast and manage the growth of the service desk team to support the growing BEGOC team and expanding working days and hours.
  • Take part in the scoping and selection of an outsourced IT Services partner, specifying service management service levels.
  • Manage the third-party supplier responsible for delivering IT services.
  • Establish strong, collaborative working relationships with third party suppliers in order to fulfil the remit.
  • Lead the work to define Games Time service levels ensuring that these are aligned across all Technology suppliers.
  • Games Time role – Technology Operations Centre
  • Post Games – manage the downsizing of the service desk team to match the scale of the residual BEGOC organisation during the post Games period.

Knowledge, experience and qualifications required: 

  • IT Service Management experience in a medium to large scale organisation
  • Supplier management experience
  • An understanding of the cultural and business environment in Azerbaijan particularly as it affects Technology delivery
  • Good English and Azeri language skills
  • A structured approach to work and good organisation skills.
  • Games experience is not an essential but a willingness to learn and adapt to the Games environment is vital  

Values/Core Competencies: 

  • Integrity
  • Team
  • Adaptive
  • Innovative
  • Delivery

Interested candidates are required to send their resume to baku2015@hrcbaku.com indicating Senior Manager Service Delivery  position in the subject of the letter.