Beschreibung
We are looking for a “The Operations Manager (m/f/d)” for our customer in the food and beverage industry sector with the following basic conditions:Start: asap
Duration: 3 months+
Location: remote
Tasks:
• End-to-End Service Support and Operation responsibility ensuring service delivery within the agreed SLA.
• Manage operationally different external, internal service providers and all involved parties towards SLA compliant delivery on a daily base.
• Monitor the overall operation handling and service supply cross-domain and perform day to day Multi-provider Management.
• Perform Incident / Major Incident Control, including Escalation /Coordination /Communication with Management related to Major Incidents.
• Monitor and Enforce correct process cross-domain and cross-provider
• Manage incidents and initiate problems, including implementation of workarounds and changes, as well as service requests execution ensuring mitigation/elimination of any negative business impact.
• Manage major incidents and own communications to stakeholders.
• Provide Support with service assurance (audits, assessments, etc.)
• 24/7 Operations Center, (On Call outside business hours)
• Ensure that housekeeping/monitoring/health checks /Event Management are proactively performed by the service providers.
• Manage emergency changes that are related to fix / prevent major incidents.
• Oversee systems access according to UAM guidelines
• Coordinate between Operation and Security teams in-relation Security assessment and any pen. testing
• Manage regular and emergency patching activities performed by suppliers according to guidance defined by service owner.
• Identify process gaps and collaborate with service management to bridge them.
• Support service operation improvement plans according to CSI and CSAT.
• Align with Service owner on capacity planning, expansions according to business forecast and service resiliency according to service/site criticality.
• Communication with different internal IT functions (Service Integration, Service Delivery, Strategy and Governance, Business Relationship Management)
• Communication with external suppliers
• Provide feedback about service performance to Service Owners.
• Manage escalations from Service Delivery/BRMs
• Provide input to stakeholders on service operation and possible improvement areas.
• Take appropriate measures during day-to-day operation, especially major incidents ensuring efficient handling and use escalation matrices whenever needed.
Requirements:
• Bachelor’s degree (or equivalent experience), in Computer / Communication Engineering or Computer Science discipline
• ITIL Certificates is a plus
• 7-10 Years hands-on technical experience in IT operation support function.
• 3-5 Years experience in Provider management.
• Deep understanding of service performance for service set-up and architecture
• IT/ Application/ Infrastructure/Cloud Operations background and experience in managing complex technology based on ITIL best practice processes
• Experience in managed operations of large-scale IT applications and services in multi-national environment.
• Strong experience in managing 3rd parties to ensure services are delivered according to agreed SLA
• Deep understanding of operational procedures and process standards (e.g. ITIL) and the ability to apply and evaluate them for continuous improvements in the service operations area.
• Fluent English spoken and written
• Additional local language is a plus
• Major Incident Management skills.
• Profound understanding of ITIL operational processes.
• Strong ability to communicate efficiently to different stakeholders and senior management.
• Logical thinking.
• Strong ability
- To manage in dynamic, high-growth, high-uncertainty environments
- To drive investigation across multiple teams
- To balance conflicting interest
- To assess and take decisions
- To act as a team player
If you are interested, please do not hesitate to send me your application to
Do you have questions? You are welcome to contact me by calling:
Fikemi Adewuyi
I am looking forward to get to know you!