Beschreibung
Service Manager (m/f)Start: asap
Location: Düsseldorf
The role is active in both Service Transition and BAU phases of our services lifecycle.
In Service Transition phase the role is responsible, reporting into our Project Management, of the definition of the Operational Service Support Model ( “Service Handbook”).
The Service Support Model covers
• Service model overview
• Operational lifecycle requirements and processes – define, describe and document each of the processes for each service
• Incident management
• Problem management
• Request fulfilment (Service Requests)
• Change management
• Functional relases (program-planned)
• Bug fixes
• Lifecycle Demand management (business requirement changes)
• Service Level Management
• KPIs
• SLAs, OLAs and UCs across the support model (and exceptions)
• E2E SLA with customer (also with exceptions and risks) – risk log
• Governance and reporting
• Meetings (Hyper care also)
• Reports (validate business requirements on reporting)
• Support Use Cases
• Description
• Support flow
• Accountabilities
• Business Performance Indicators
• RACI and Responsibilities for BAU Lifecycle Management
• Named stakeholders and escalation path for Incident/Change/Problem management Operational Training
• In BAU phase mode the role is accountable to manage contacts with business stakeholders and represent GA EBSS domain through them, encompassing all organisational boundaries and knowing the key contacts in IT-Operations, Service Desks and Business:
• Acting as escalation point in prioritization of Business issues requiring prioritization
• Gathering and managing post-go live demand from Business Owners for minor changes or enhancements
• Supporting the service Owner in the prioritization of Business demand to stabilize the service
• Conducting Service Review Meetings (at least on a monthly basis, if required on a higher frequency) with Business reporting quality of the service.
• Conducting Service Review Meetings (monthly) with vendors, supported by the Service Owner, to review Vendors performance and compliancy to the agreed KPI/SLA.
• Delivering monthly dashboard of Business performance of the assigned services
• Deliverables
• Service Handbook
• Vendor Support Contract ( contribution )
• Business Service Dashboard
• Business performance indicator of the service and trend
• Operational Dashboard (contribution )
• Mom ( minutes of meeting )
• Executive summary and presentation for management decisions
Must Have
• Proven Experience in a complex business environment / multicultural teams.
• Obsession for customer, capacity to listen to Business needs and help translating these in sustainable IT actions.
• Proven experience in defining support process (how incidents are managed, what are the accountability of the parties, who does what )
• Proven experience in negotiation and influence (support SLA contracts negotiations with Vendors).
• Proven capacity to deliver executive summary status and decision deck for business and management decision,
• Capacity to deliver and keep motivation under stress.
• Capacity to act in a changing environment.
• Excellent English knowledge ( spoken and written ).