Beschreibung
•? The Service Manager systematically ensures that all the activities necessary to design, develop and implement an IT Services to satisfy the requirements of the organization and the business. This role ensures that the appropriate definition, effectiveness, and maintenance of activities or deliverables take place as planned and that the activities are carried out according to all laws, regulatory requirements, and internal policies applicable. Service Manager is responsible for reviewing and performing the activities for their specific service(s) on a weekly, monthly, annual and periodic as needed basis.•? Assumes responsibility for delivering a particular IT Service within the agreed service levels. Assumes responsibility for continual improvements and the management of
change affecting the IT Services under their care. Typically insures Operational Level Agreements (OLAs) with the service providers of underpinning IT Services are honored. The IT Service manager ensures that the relevant resources from the underpinning IT Services are engaged in the delivery and support of the IT Service.
•? Maximize the business value of global, regional and local initiatives, ensuring effective alignment of IT investment with business requirements in the area of all Enabling Network and
Perimeter Security Services. Examples of services are: company LAN, Wireless LAN (WLAN), Firewall (LAN and Perimeter), Intrusion Detection and Prevention Services,.
•? Achieve the most efficient operations providing highest business value through effective management of IT resources (people, financial resources, bought in services and asset /
capital investment).
•? Responsible for ensuring that the internally and externally sourced IT services in the area of Network and Perimeter Security Services are aligned with business needs and are delivered in accordance with customer Service Level Agreements to company IT Standards and in line with industry best practice.
•? Contributing to the service life cycle management which includes service & technology, architecture, service level management & process improvements, demand & capacity management, innovation, supplier & contract management, benchmarking, etc.
•? Supports the development of a commitment based culture and an environment which fosters a high-performance and innovative organization.
EDUCATION / EXPERIENCE
•? University working and thinking level, degree in computer science or comparable education / experience
•? More than 7 years of Business / IT experience inc. ITIL
•? Demonstrated leadership skills, > 5 years proven management experience within a matrix organization
•? Proven track record in managing complex teams across different vendors
•? In-depth expertise in one or more IT disciplines and broad knowledge of other disciplines of IT
•? In-depth understanding of business processes and the interrelationships with IT
processes.
•? More than 5 years of experience in Service Management of a global or regional service portfolio in similar areas as above, across geographies and business areas
•? Experience in negotiating agreements with corporate suppliers in close co-operation with the sourcing function
•? Track record in delivering multinational projects on time, quality and budget
•? Excellent Communication Skills
•? Proven capability to operate in an organization with direct and indirect reporting lines in a matrix set-up
•? Entrepreneurial behavior and good financial skills
•? Fluent in English (written and spoken) other languages an asset
•? Capability to think strategically and proven ability to set, develop and execute the service delivery strategy for the service portfolio
•? Willingness to travel (globally)