Manager, IT Service Delivery

• Owns the foodpanda employee IT experience in one market (typically less than 500 users), ensuring that KPIs, SLAs and CSAT targets are constantly met for the team and oneself.
• Ensures all users are equipped with the most effective company technology and Internet connectivity, and continually assesses needs and requirements based on IT global/regional standards, guidelines and policies.
• Lead, guide and be actively involved in organising support, troubleshooting, and repair for IT equipment and networks of complex issues.
• Has a thorough understanding of local culture and actively seeking how technology enables the business to operate more efficiently.
• Develop and maintain continuity plans to address local business continuity under the guidance of one’s manager.
• Consistently seeks opportunities to streamline processes/procedures and work with respective stakeholders to initiate and implement these improvements within their market domain.
• Prepare and maintain comprehensive documentation including, Standard Operating Procedures (SOPs), and knowledge-base articles.
• Business travel may be required within local markets.

• Seen as the Subject Matter Expert (SME) in IT Service Delivery and will be responsible for providing specialised knowledge and expertise in the delivery of IT services, including training of IT employees. Develop detailed process documentation and guidelines to ensure consistency and clarity in service delivery. Able to translate complex technical information into clear, understandable language and tailor communication style to different audiences.
• Align technical initiatives with broader organisational goals, anticipating future technical needs, and identifying emerging technologies that could benefit the organisation.
• Able to run the deployment of IT initiatives, new technologies, and system deployments in own market.
• Able to lead or coordinate with relevant teams to perform root cause analysis and implement preventive measures in areas of expertise.

• Able to monitor and track project budget spending.
• When necessary, assist in developing the IT project budget.
• Incident and Problem Management:
• Own the end-to-end process of resolution of IT incidents and problems to meet defined service level agreements (SLAs) and minimise business disruptions.
• Ensure timely communication with affected parties.

• Project Management experience with office builds and end-to-end infrastructure implementations. Guidance from senior managers would be needed for more complex situations.
• Ensure project timelines, budgets, and objectives are met while adhering to quality standards.
• Vendor Management & Procurement:
• Follow the internal procurement process/policies/guidelines and work with your manager and local procurement for all procurement needs within your domain/scope. Proper segregation of duties between procurement and IT. .ie., procurement is responsible for all procurement processes (e.g. pricing, terms and conditions, etc) while IT will be responsible for the technical requirements.
• Establishes relationships with technology and equipment vendors within your domain.
• Ensure local vendor delivery based on contract/purchase order.

• Understand and ensure adherence to IT policies, procedures, and security standards for self and team.
• Works with Regional and Global InfoSec teams on promoting IT security awareness in-country, and taking appropriate steps to address security incidents, if necessary
• Collaborate with internal and external audit teams to fulfil IT-related audit requirements.

• Build and maintain strong relationships with business stakeholders within your scope/domain.
• Conduct regular meetings to understand their IT needs and work with your manager to align IT services accordingly.

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