Beschreibung
Our Customer is looking for a Senior Mainframe Operations Service Manager with turn-around experience to drive and lead the transformation of the Mainframe Service.Workload 100%
Workplace Zurich
Start Date asap
Duration 6 months (extension possible)
Reference Number 3700
Tasks
• Lead and transform the mainframe operations team.
• Assure service quality, track customer satisfaction and handle customer complaints.
• Analyze and assess the use of existing administrative and service management processes to identify improvement potential, prioritize and implement.
• Evaluate existing processes, workflows, systems, support structures and integrate new or changed services.
• Determine process gaps and implement process improvements, where necessary / drive move to common global processes.
• Ensure the enforcement of policies and procedures.
• Continuously benchmark service management best practices and evaluate existing delivery against it. Drive the CSI by preparing and completing action plans.
• Implement production, productivity, quality, and service standards.
• Resolve problems by identifying the root cause and determining improvements and implementing the changes.
• Support running project activities with respect to service management aspects.
• Manage customer/stakeholder relationships by hosting meetings, soliciting customer feedback and reporting project status (show customer oriented behavior and ownership for operations).
Requirements
• Min. 8 years of experience in managing people and IT operational issues.
• Strong background in Mainframe Technology and the operation/delivery of services.
• Broad knowledge and experience in the area of Process Implementation and Improvement, Managing Processes, Planning, Developing Standards, Emphasizing Excellence.
• Working know-how in service management and specifically of the ITIL framework (one or more ITIL V3 Intermediate Certifications).
• Experienced in communicating and interacting professionally within the team and in interdisciplinary projects (cross-platform).
• Fluent in English, written and spoken. German is considered as a plus.
Soft Skills
• High analytical and goal-oriented approach to problem solving.
• Result oriented and proactive work approach.
• Resilient personality with a can do attitude.
• Strong verbal, written and interpersonal skills, ability to communicate effectively with technical and non-technical audiences.
• Excellent communication and interpersonal skills. Proven experience in liaising with stakeholders at different levels and locations.
• Ability to enable and drive decision making at different levels of the organization, from technical to executive level. Excellent presentation skills.
• Stress resistance and ability to work under pressure.
Anna Hristoforova
Junior Business Consultant