IT Service Manager
hace 2 días
IT Service Manager - Elevator Expert
At Thyssenkrupp Elevator, we are committed to delivering exceptional IT services that support the success of our business. As an IT Service Manager - Elevator Expert, you will play a critical role in ensuring the smooth operation of our IT systems and services. Your primary responsibility will be to oversee the delivery of IT services to meet the needs of global users and stakeholders. You will work closely with regional leads to implement best practices and ensure efficiency across their region with global initiatives. Additionally, you will provide guidance, coaching, and support to regional IT Communicity in all IT global/regional implementation projects to ensure high performance.
Key Responsibilities:
- Collaborate with regional leads to implement best practices and ensure efficiency across their region with global initiatives.
- Provide guidance, coaching, and support to regional IT Communicity in all IT global/regional implementation projects to ensure high performance.
- Backup assistant for any region that could need support (follow-the-sun).
- Oversee the delivery of IT services to meet the needs of global users and stakeholders.
- Collaborate with Infosys SIAM team.
- Ensure that SLAs and KPIs are defined, monitored, and met consistently across their region.
- Manage relationships with internal and external service providers to ensure seamless service delivery.
- Develop and implement a Global IT service strategy aligned with the organization's business objectives.
- Collaborate with regional stakeholders to understand their requirements and priorities and incorporate feedback into the service strategy.
- Continuously monitor and evaluate the performance of IT services to identify areas for improvement.
- Lead service improvement initiatives to enhance service quality, reliability, and user satisfaction.
- Implement best practices such as ITIL to drive service excellence.
- Oversee change and release management processes to minimize disruption to IT services during changes or updates.
- Ensure that changes are assessed, prioritized, and implemented in a controlled manner to mitigate risks and maintain service stability.
- Coordinate communication and collaboration between different teams and stakeholders involved in change and release activities.
- Manage incident and problem management processes to minimize the impact of IT incidents on business operations.
- Manage the day-to-day operations of the service desk and the end-to-end incident management process and major incident management process.
- Facilitate timely resolution of incidents and problems by coordinating efforts across teams and leveraging appropriate resources.
- Conduct RCAs to identify underlying issues and implement corrective actions to prevent recurrence.
- Monitor vendor performance and address any issues or concerns proactively.
- Develop and implement risk mitigation strategies and controls to safeguard IT assets and data.
- Collaborate with internal audit and compliance teams to address audit findings and remediate any non-compliance issues
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