Beschreibung
For our client in the telecommunication industry we are looking for a Service Owner/Service Manager
Start: ASAP/latest Start of August
Duration: long-term (3 months roll-over contracts)
Location: Düsseldorf
Project language: English
Role Purpose
Key accountability: deliver an SLA compliant and cost efficient service by sustaining and continuously enhancing the specific service agreement signed off at Go Live.
The service owner/Service Manager is responsible to coordinate the off shore operation team assuring proper quality and optimization.
- Leading Major Incident Resolution/Crisis driving fast service restoration.
- Manage efficiently 2nd level (Application Operation) and 3rd level (Application Maintenance) support team/Define tasks for 1st Level team (first support/monitoring)
- Perform weekly review on Incident, changes, problem management
- Perform Recurring Service analysis and provide guidelines for enhancements (capacity, configuration, monitoring)
- Maintain the operational run book (Guidance on how to operate the service), error guide, and troubleshooting guide from Go Live.
- Delivering weekly/monthly operational report
- 3rd Level support leader
- Check on smooth operation of service desks
- Keep high level view
Deliverables
- Effective Incident/Change/Problem Reports in line with organization templates
- Root Cause Analysis report for major incidents.
- Service Calendar (Maintenance/notification of planned changes)
- Operational Dashboard (executive summary of performance across the month)
- Executive summary and presentation for management decisions
Required Skills:
- Strong experience in Service Management
- Have experience in crisis management, ability to drive investigation across multiple teams in complex architecture/organization.
- Ability to assimilate information, take decisions and communicate to stakeholders
- Influencer capacity - Ability to make the difference - Capacity to Listen/understand/simplify messages/act as bridge between IT stakeholders.
- Extensive Major Incident Management or Crisis management exp. 4 years +
- Strong knowledge and experience of IT Service Operations 4 years +
- Strong stakeholder management and communication skills
- Deep infrastructure knowledge
- SPOC towards local markets
- Proven ability to manage high performing offshore team to deliver through others.
- Good technical skills in Web + Middle Ware technology, resilient service setups and good knowledge of Operation Systems and networks fundamentals.
- N2H: Good telecommunication background
best regards
Jan Ballis
MBA Michael Bailey Associates
Senior Recruitment Consultant
Michael Bailey International is acting as an Employment Business in relation to this vacancy.