.ArcelorMittal is the world's leading steel and mining company, with a presence in 60 countries and primary steelmaking facilities in 17 countries. In 2020, ArcelorMittal had revenues of $53.3 billion and crude steel production of 71.5 million metric tonnes, while iron ore production reached 58.0 million metric tonnes. Our goal is to help build a better world with smarter steels. Steels made using innovative processes which use less energy, emit significantly less carbon and reduce costs. Steels that are cleaner, stronger and reusable. Steels for electric vehicles and renewable energy infrastructure that will support societies as they transform through this century. With steel at our core, our inventive people and an entrepreneurial culture at heart, we will support the world in making that change. This is what we believe it takes to be the steel company of the future.IntroductionWithin IT Flat Europe organization, the Digital & IT Supply chain department is responsible for the IT Strategy of the Supply Chain function, including efficiency (process and system exploitation and optimization).Scale-Up is a large IT project within the Supply Chain domain which has a lot of integration tasks with all mills across Europe. Because of the sheer size of the project, the roll-out is managed per mill.In this position the candidate will be part of our central European D&IT Supply Chain team and in direct contact with our business, development teams and third-party (offshore and onshore) providers.What does the job entail?As part of a team of service managers you will have end-to-end accountability for the quality of the service provided to the business for your application / process scope.A primary target is customer satisfaction and meeting the Service Level Agreements / experience Level Agreements.Day2day service delivery management of your scope.Monitoring the escalation and resolution process of critical incidents until resolution is achieved (during business hours)Leading problem investigations for the corresponding domain.Ensuring effective flow of information between business, developers and infrastructure teams.Oversight for all approved Change activity.Propose process improvements when required.Tracking KPIs, recommend on improvements and seeing that actions are implemented on time.Report on service quality to management.Drive internal and third-party service review meetings covering performance, service improvements, quality and processes.Ensuring internal and external service providers deliver services to the agreed contractual standards; set up and track Service Improvement Plans if required.Who are we looking for?Master's degree in IT or EngineeringKey competencies:Managerial:Experience in Service Delivery Management in a multi-cultural and complex environment.Communication and motivationOrganization and delegationProblem solving and decision-making
