Beschreibung
We are in search of a Service Substainability Manager Telecommunication (Ref: TKVG1011)With the following responsibilities:
5+ years experience in the telecommunication industry
3+ years experience in the service management space
Design Service Support Model covering among others the service model overview, operational lifecycle requirements and processes, the service level management, support use cases, business performance indicators, stakeholders and escalation path for Incident/Change/Problem management, role plan, communication matrix and responsibilities during operations
Identify accountabilities, assure processes across IT Operations (Service desk, L1,L2,L3 support teams and accountabilities) are documented, discussed with all stakeholders involved, signed off.
Clarify with Business and program delivery organizations Support level responsibilities, Service Level Agreements, escalation path.
Agree with Business and Vendors Release cycle management timelines, service review calendar
Assure clear understanding and sign off with Business and program delivery parties on KEY KPI and measures, response time, incident, change, problem management processes and interactions.
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
Required skills:
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 ).
University degree or equivalent experience
Start: 04.01.2016 or earlier
Duration: 3 Months ++
Contact: