Beschreibung
Service Manager, Service Desk, Project Management Skills, ITIL, Financial Industry
Task and responsibilities
Manage, control and coordinate requests within Infrastructure & Operations to implement a 24/7 operations for a dedicated platform. Create a project plan and align the relevant tasks with the responsible Infrastructure and Operations management. Design (or re-design) the necessary processes like application monitoring, infrastructure monitoring, incident management, Customer Help Desk and Customer as well as internal communication including escalation. Analysis of existing process, identification of the gaps and create solutions to fulfil the request. Support and coordinate the processual (re-)design, create the cost calculation and prepare/initiate the implementation. Act as interface to the requestor in terms of reporting, request definition, change management related to the request, cost control, time management and quality assurance. Create a full service descriptions (eg operational handbooks, procedure, job/role descriptions ) in close coordination with the operational departments. Act as interface for Escalation Management related to the request. Track defined delivery timelines with respective IT Service Delivery Manager in the organisation of Infrastructure & Operations. Keep track of service quality/levels of assigned service based on SLAs (Dashboard).
Skills and experience
Profound ITIL experience and more than 4 years experience in Service Management. Proven operational experience in the IT business for more than 4 years. Ability to organise and prioritise in a fast-paced environment on the based of a project management methodology. Project management skills with more than 5 years proven experience. Proven ability to organise and prioritise in a fast-paced environment. Experience in the financial industry and familiarity with it's basic principles a plus. English and German language skills.
Optional skills
Ability to work with colleagues with different nationalities across all offices supporting the most influential firms in the fast-paced financial markets. Build strong relationships between the Customer BU and BU IT to manage expectations and requirements. Strong and close contact to business stakeholders and its Customers as well as Infrastructure & operations.
Start date of assignment: 01.04.2016
Initial contract duration 9 months (optional: extension is anticipated but cannot be guaranteed)
Degree of employment: Full-time
Location: Frankfurt