Beschreibung
Service Manager (ITIL)
Our client's IT organisation is working on implementing new IT-Services by installing and troubleshooting software components in the different environments (test, PreProd and Prod).
The overall taks is to assist the service transition phase, delivering these proposition up to go live, and take over from the go live the operational accountability of the services ( Business as Usual ).
During the Service transition the candidate will be responsible for the:
- Cost estimation for IT departments engaging and driving committed costs/milestones across the organization .
- Translation of our customer solution design into infrastructure/architecture standards
- Delivery of infrastructure and network in line with design requirements through different departments.
- Installation of software in the environments we own ( typically pre-production and production)
- Vendors Enablement to access development environments ( Vendors own development environments )
- Support of our customer during their functional testing
- Execution of non-functional Requirements tests, Security penetration/validation tests, load and performance tests in alignment with the service requirements.
- Successful readiness achievement of quality gates like infrastructure delivery, start of functional tests, go live, closure.
- Support of the negotiation with Vendors for Application Management contracts to be in place in the BAU phase
- Documentation and implementation of sustainable E2E support model covering for the BAU phase, proper contracts/user cases/RACI Matrix/escalation path agreements with all departments and parties involved in incident, change, problem management
- Assurance a smooth transition to the BAU team for the solution support.
- Assurance of budget spent/forecast in line with the estimations delivered to our customers
Accountable to RUN the service from go live assuring:
- SLA and KPI are met
- Incident/Change/Problem management are performed in line with Group Standards
- Proactive maintenance of our services, implementation of quick win/recommendation for service improvements.
- Regular review with 1st level/2nd Level/Vendors on quality of the delivery
- Regular review with our Business Partners on level of satisfaction and improvements
- Review and right price for maintenance and support provided.
Service Transition (delivery up to go live) activities are performed mainly on Shore (Germany/United Kingdom).
BAU (Business as Usual) operation activities are handed to offshore teams.
Service environments are predominantly hosted in internal Datacentres.
We support our customers in project/program estimations up to build contribution for 5 year Business Cases.
Our organization includes roles oriented to Service Transition (Program Managers, Project Managers, Service Delivery Managers, Architects), Service Operation ( Service Owners, Service Managers, On shore and Off Shore Application Managers and off shore Application Operation).
We leverage on existing parts of the organisation to receive Servers and connectivity based on the design work we jointly do with our customers.
We do not develop solution ourselves, we leverage on our customer vendors for project phase.