Service Manager
hace 3 semanas
Role detail
We are looking for a detail-oriented service manager to manage the operation and execution of activities within the IT Service Management environment. The service manager's responsibilities include providing the highest level of business service and developing lasting business relationships. The service manager maintains a strong working knowledge of all industry standards and practices as well as the company's products and services.
Main responsibilities
Control and continuous improvement of the operation management processes (Incidents, Requests, Changes, Problems, Releases, Service Level Control) according to ITIL standards.
Definition and documentation of internal operation protocols to ensure the correct management of the processes within the ITSM tools.
Definition and Monitoring of Service Levels. Set reportable metrics to measure and maintain performance and health of the company's services
Documentation of processes / services
Prepare, adapt and deliver, on time, reports in scope with accurate and updated data for customers within a defined area of responsibility, in order to inform and help others to make decisions
Management of internal customers as business-IT partner. Actively seek feedback on IT service to help continually improve business experience
Management of external IT suppliers
Must be an excellent communicator and speaker both online in written interactions, and face-to-face customer service interactions
Develop the IT and Country Incident SPOC (forum with the purpose to improve our WoW, processes and collaboration with the ultimate goal to minimize downtime of our services / keeping our services availability KPI targets)
Collaborate and proactively work with the team to achieve the agreed objectives by understanding common goals. Share, manage and deal with issues in an open manner with a proactive and open-minded attitude
Requirements
At least 5 years of experience in IT service management
Extensive experience in the IT Services sector gained in organizations where IT is considered critical to their successful operation
ITIL Certified
A background in consultancy or outsourcing is desirable
Competences
Fluent in English (written and spoken)
Excellent communication and customer service skills
Organized, methodical and responsible
Initiative and ability to work in team
Proactivity and autonomy
Ability to work under pressure
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