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Delivery Manager AMS

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Date: 06-Sep-2021

Location: Pune, IN

Company: AkzoNobel

AkzoNobel has a passion for paint. We're experts in the proud craft of making paints and coatings, setting the standard in color and protection since 1792. Our world class portfolio of brands - including Dulux, International, Sikkens and Interpon - is trusted by customers around the globe. Headquartered in the Netherlands, we are active in over 150 countries and employ around 34,500 talented people who are passionate about delivering the high-performance products and services our customers expect.

Job Purpose

The Delivery Manager - AMS is responsible, within GBS IM Services, for the Application Delivery Management Services (AMS) for the assigned portfolio of applications and focuses mainly on delivery management, operational excellence and continuous improvements. As a key member of the GBS IM Services global delivery team, the Delivery manager - AMS works together with the rest of the GBS teams in ensuring business continuity, delivering fit-for-purpose cost effective services, delivering on key GBS IM Services programs/initiatives, driving continuous improvements and improving user/business satisfaction in the context of the services delivered. The Delivery Manager - AMS reports to the respective Domain Manager - AMS. The Domains are mostly organized along processes they support. GBS IM Services is the global service delivery unit within GBS, under the responsibility of the GPDL IM. GBS IM Services is responsible for the (End-to-End) IT services provided to the BU/BA’s and the end-users across the globe. This group is responsible for simplifying, standardizing, globalizing and automating processes. A large part of the service delivery activities is outsourced to external partners. This means that the GBS IM Services unit is largely dependent on the performance of and cooperation with these partners

Key Accountabilities

Service (Performance) Management

  •  Ensure Suppliers (Service Providers) deliver the services as per agreed cost and service levels with end-to-end service mindset and end-user (IT-consumer) satisfaction as the main focus. 
  • Pro-actively manage the services minimizing business disruptions and escalations.
  • Drive operational excellence by continuously looking for improvement opportunities together with the Suppliers to optimize end-user satisfaction and/or decrease costs
  • Actively managing exceptional requests and escalations from Akzonobel business and suppliers.
  • Ensure that the services operate in line with the AkzoNobel Security & Compliance Framework
  • Drive new Service Introductions (together with the Service Delivery Manager and the Project organizations) to ensure a smooth integration and transition of project deliverables into operations / existing Service Portfolio.

Contract & Vendor Management

  • Working with the designated Contract & Vendor Managers, drive effective vendor management and identify and act on improvements and/or risk areas.
  • Working with the GBS colleagues, ensure that all Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets

Financial Management

  • Work in conjunction with other IM stakeholders to help set the optimal budget for the relevant portfolio of applications during yearly budget cycle.
  • Manage the delegated budget lines end-to-end for the relevant portfolio of applications

Key Activities


  • Master/bachelor degree in business management, computer science, computer engineering, or a related field of study.
  • Professional with minimum of 8 years of experience in IT including minimum 4 years in global service delivery focused on applications.
  • Proven (service) delivery management experience in enterprise-scale applications and knowledge of best practices in service management in a pre.
  • Strong outsourcing and vendor management skills is a pre.
  • Proven track record in identifying and in driving improvements.
  • Good knowledge and experience in managing large enterprise-scale applications, specifically ServiceNow, is a definite plus.


Accepting Direction
Accepting Responsibility
Acquiring Information


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

Requisition ID: 14519