IT Service Manager

hace 2 semanas

Madrid, España SGS A tiempo completo

Company Description
**We are SGS - the world’s leading testing, inspection and certification company. We are recognized as the global benchmark for sustainability, quality and integrity. Our 97,000 employees operate a network of 2,650 offices and laboratories, working together to enable a better, safer and more interconnected world.**

**Job Description**:
**The Service Manager (SM) is a cross role within the Information Technology (IT) Corporate team.**

**This person will**:

- Manage the risks of the service by promoting action plans, training plans when necessary, and monitor the compliance of KPI's to ensure that the operational objectives are achieved.
- Manage the delivery of the service ensuring that service have enough capacity and performance to meet planned business needs.
- Proactively participate in the governance of the service by promoting excellence and continuous improvement in it, supervising compliance with the commitments, and escalating problems and issues where needed.
- Be Responsible for the global communication of the service through the appropriate Governance with our business senior stakeholders.

**More specifically**:
**_ 1. Service Delivery Management_**:

- Review and assess impact of new business requests.
- Support the stakeholder in problem/escalation management.
- Ensures that service delivery meets agreed service levels.
- Negotiates service level requirements and agreed service levels with service owners.
- Diagnoses service delivery problems and initiates actions to maintain or improve levels of service.
- Establishes and maintains operational methods, procedures and facilities and reviews them regularly for effectiveness and efficiency.
- Monitors service component capacity and initiates actions to resolve any shortfalls according to agreed procedures.
- Managing the process to obtain formal confirmation that service acceptance criteria have been met.

**_ 2. Application Maintenance:_**
- Validate incident categorization and priority.
- Support and approve preventive maintenance request fulfillment.
- Managing the life cycle of all problems that have occurred or could occur in delivering a service.
- Assessing risks associated with proposed changes and ensuring changes to products, services or systems are controlled and coordinated.

**_ 3. Application Development:_**
- Approve impact assessment and estimation for packages upgrade.
- Business Relationship Management (UAT Cases definition, Elaborate and support deployment plans) for projects.
- Plans and leads scoping, requirements definition and priority setting for complex, strategic programs.
- Provide information for requirements analysis and enhancement design.
- Authorize deployments.
- Support preventive maintenance request fulfillment.
- Build forecast demand in alignment with business stakeholders

**Qualifications**:

- Bachelor’s degree and/or master’s with relevant IT or Computer science background.
- Customer facing management experience is required.
- Relevant experience managing requirements through the entire delivery and operational life cycle.
- Getting commitment to action through consideration of impacts. Combining formal and informal communication channels to achieve the desired result.
- Excellent verbal and written communication skills.
- Excellent customer service and good negotiating skills.
- Ideally certified in IT Service Management (ITIL 4).
- Broad multi-technology knowledge.
- Understanding and ability to demonstrate the main principles of Service Management.
- Ability to influence Internally & Externally.
- Customer centric mindset.
- Collaborates Effectively.
- Analytical and problem-solving skills.
- Fluent in English

Additional Information
- ** This position will be based at our office in Madrid**:

- ** Travel not expected to be frequent but could be required**:

- ** Working from home policy

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