Online Applications IT Manager

We are looking for an ONLINE APPLICATIONS IT MANAGER for one of our clients. The purpose of the local Online Applications IT Manager position is to manage agreed Service levels (SLAs), control IT service-related cost and penalty applicability in Amigo, Activa, Lendismart, Customer Event Application, MST, PRM, Signaturit, Blogosfera, Alcanza and Sage 200c. The Service Manager furthermore is responsible for the phrasing of SLAs together with the business partners and IT suppliers as well as their monitoring, escalation management, reporting and Service Level adaptation. The Service Manager thus functions as a link between the service consumer (business partner) and the service provider (external or internal IT) fostering business-IT-alignment and managing expectation on both ends. In doing so, the IT Service Manager ensures a common understanding of what the service requirements as well as the associated cost for that service are and addresses any deviations from these conditions. 1.Service Level Management - Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) - Close collaboration with local and divisional IT Management, local business partner and suppliers - Manage day-to-day technical IT services and IT supplier interaction - Set and manage business expectations, communicate effectively with suppliers to identify needs and evaluate IT services - Conduct monthly Service Operations meetings, tracking of open issues and escalate if appropriate - Agree and review Service Level Document and ensure the quality delivered to the business - Proactively assess and mitigate risks regarding service delivery as well as general service weaknesses 2.Service Availability and Incident Management - Monitor and regularly report the adherence of agreed Service Levels - Serve as escalation point in case of incidents and service level breaches - Initiate incident-, problem - and change management processes according to agreed process - and escalation paths - Initiate and monitor major incident processes 3.Service Supplier Management - Manage suppliers and identify synergies in order to homogenize the service and supplier landscape - Consult and support local and regional IT Management regarding service and supplier selection - Ensure that service changes follow the agreed processes 4.Documentation - Keep the relevant documentation up-to-date - Support the Corporate IT to keep the IT Service Catalog up-to-date - Ensure that involved parties keep their respective documentation up-to-date - Identify and document best practices and "lessons learned" 5.Continuous improvement - Promote shared IT services, processes and guidelines provided by Corporate IT - Support continuous improvement of IT Service Management standards - Identify improvement potentials and proactively promote these - Identify and spread best practice within Company IT community Know-How, Technical Skills and Experience - Proven experience with business and technical requirements analysis, elicitation, modelling, verification and methodology development - Experience overseeing the design, development and implementation of software and hardware solutions, systems or products - Experience in writing business feasibility reports and undertaking presentations - Strong track record of contributing to requirements specification and IT-related projects - PRINCE2, PMI or other project management experience and ITIL certifications are a plus - Understanding of direct sales processes and procedures is a plus - Fluent English language, spoken and written Behavioral Competencies - Experience working in a team oriented, collaborative environment - Excellent listening, interpersonal, written and oral communication skills - Excellent analytical, mathematical and creative problem solving skills, logical and efficient with a keen attention to detail - Flexibility in thinking and pragmatic problem solving skills - Strong customer service orientation and negotiations skills Associated Typical Profile - Minimum of Bachelor degree related to Computer Science and/or Business Analytics - 5+ years experience identifying business process improvements & coordinating their implementation - 2+ years experience in working in matrix organizations with large geographically dispersed teams