Beschreibung
Mode of Hiring: FreelancerJOB ID: SM- =3
Role: Lead Consultant Service Manager (TAF 9)
Language: German above B2 (fluent/native)
Location:Berlin in Germany
Employment type : Contract
Roles and Responsibilities :
Your responsibilities as a Lead Consultant Service Manager
1.In your role as Lead Consultant Service Manager, Manage IT Service Delivery at onshore client locations. Manage vendor contracts and license management from end-to-end activation, delivery, closure. Responsible to set up local governance cadence with the relevant client stakeholder
2.Govern service status meetings with customer and provider. Act as the first point of escalation for client services, contracts, vendors and IT Teams across geographies. Primary point of contact for all escalated, aging and open tickets pertaining to plants and sites. Conduct ongoing reviews on service health and ITIL/Service Management practices – across service transition, delivery, and transformation. Responsible for Service Performance Management. Develop and manage corrective action plans with service functions and partner groups. Proactively manage service levels, with primary focus on prevention of failures and swift corrective actions when necessary
3.Coordinate between client stakeholder and Infosys Transition / Delivery team to ensure that milestones are achieved as per plan. Manage KPI for Incident, Problem and Change Management and provide customer feedback to offshore team. Responsible for effective service reporting of the daily, weekly and monthly service and governance reviews. Responsible to validate weekly summaries and monthly trackers or highlight gaps in service performance. Coordination with 3rd party vendor / contractors on IT System upgrade/break fix /new installations. Coordinate with Offshore IT Team for coherence with business requirements. Implement Service improvement and Transformation initiatives. Key point of contact for future Infrastructure enhancement, requirement gathering. Drive continual service improvement processes, tracking anticipated value adds and benefits. Work with Delivery SPOCs and client business users on IT requirements. Collaborate with PMO on short/long term IT Project implementations.
With a team of 10-12 other employees, you are not only a thought leader in your field, but also the most important consultant and first point of contact for our customers. As a very important "point of contact" you provide the necessary support and information. In addition, you will lead your team in project processes as well as the development and delivery of deliverables.
In your role, it is essential to always consider both sides - the customer's perspective and that of the technical team. With excellent analytical skills and a knack for tackling problems head on, you will find the right solution for all stakeholders and effectively put it into action.
Qualifications required
- IT Infrastructure Service Management experience and associated service models.
- Experience in CMMI based process improvement models, experience delivering Lean/Six sigma projects, agile methodologies ITIL knowledge.
- Ability to lead, make decisions, problem solve and work within and with other teams (including partners) to deliver outcomes.
- Demonstrate a resilient approach to working, asking tough questions to identify root cause.
- Working knowledge of EUC operations including Remote support and Deskside support.
- Experience in Stakeholder management and Conflict resolution.
- Awareness of Service Management, Project and Portfolio management tools and platforms (Service Now etc.)
- Fluency in German and English.
- Excellent analytical skills and problem solver mentality.
Interested please share me updated CV, Expected Daily Rate and Notice period. Thanks.
Mit freundlichen Grüßen / Regards,
Saryanya Mathivanan
IT Recruiter
Infoplus Technologies GmbH
14th Floor, Tower 185
Friedrich-Ebert-Anlage 35-37
60327 Frankfurt am Main
Germany