Overall responsibility for the whole service life cycle for the aforementioned infrastructure services (including the definition of operational processes, KPIs and Service Level). Preparation and administration of respective contractual documents.
Engagement in the respective ITSM processes (Incident, Problem, Change) for the services.
Participate in all regular service-related meetings and performance reviews focusing on the contractually agreed deliverables with the ESP.
Consistent monitoring and analysis of the service in your responsibility and identification of potential for service optimization.
Coordinate the transition of service changes, extensions as well as new products and services.
Participate and manage escalations related to the services you are responsible for in cooperation with the other regions applying a “follow the sun model.”
Manage and maintain all relevant Controls, Security Processes, and Vulnerability management for the responsible services.
Investigation of issues and opportunities in existing processes and work practices.
Work as part of a team to recommend solutions, demonstrating logical thinking, information analysis, consideration of feasibility and operational impact.
Maintenance and Update of Key Performance Indicators including submission as part of corporate and departmental performance reporting.
Financial Forecasting and Planning submissions.
Collation and presentation of financial submissions as part of the Annual Budget Cycle including identification and reporting of risks.
Work closely with internal business partners and stakeholders to drive adoption and implementation of global standards, processes and programs.
Ensure Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) are in place with both external and internal teams.
Make sure that service asset and configuration items are properly controlled, and that accurate and reliable information about these assets is available when needed, inventory gathering and management.
Reporting and tracking of open Audit and Compliance findings to ensure timely remediation and reporting.
Gather requirements for reporting, rationalise existing tools and ways of working.
Support multiple Strategic Programmes through its Planning and Delivery phases.
REQUIREMENTS:
Previous involvement in one of the stages of the development life cycle or in a service management support activity.
Demonstrates meticulous attention to detail, strong organisational skills, self-starter aptitude and is an effective communicator.
Experience with budget management.
Experience of working independently and with teams to drive forward projects using your own initiative.
Has a good knowledge and understanding of IT concepts and architectures, coupled with some knowledge of problem management and the principles and processes of implementing and delivering IT services.
Shows aptitude for handling and managing problems arising from incidents in the operation of information systems.
Has the ability to make appropriate technical decisions, initiating action to resolve operational problems.
Ability to communicate effectively across multiple technical and non-technical business units, as well as across other geographies.
Strong analytical and research skills including critical thinking, organisational and problem-solving skills.
Extremely versatile and dedicated to efficiency and productivity.
Experience in planning and leading strategic initiatives.
Proven track record of effectively interacting with senior management.
Ability to work strategically and collaboratively across teams.
Nice to have:
Dealing with Ambiguity.
Strong communication skills.
Strong vendor management skills.
Tooling in an enterprise network.
WE OFFER:
Interesting and stable development projects and long-term cooperation.
Attractive remuneration in the B2B model depending on competences and experience.
Occasional company integration meetings.
Referral program.
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