Beschreibung
Sehr geehrte Damen und Herren,für unseren Endkunden suchen wir ab sofort externe Unterstützung.
Role:
Global Service Delivery Manager Virtual Workplace Platform
The Global Service Delivery Manager is accountable for the End-to-End service quality of the Virtual Workplace Platform.
Main tasks:
For the Global Virtual Workplace Platform scope in Run Mode:
• He monitors, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed. He provides regular and accurate management reporting on the Virtual Workplace Platform performance.
• He is tracking feature delivery roadmap for assessing impact on service levels and develop service description for new products & features. He maintains the service catalogue of the Virtual Workplace platform.
• He is tracking Quality of Service and performance trends; ensuring future demand is understood and factored into capacity and license plans for associated systems.
• He takes ownership of service quality complaints and collaborates with incident management teams for coordinating resolver teams, providing effective communication to stakeholders and drive post incident review.
• He makes recommendations for Service Improvement Plans and work with internal and third-party teams to ensure actions are followed through to completion in a timely manner.
• He leads internal and third-party service review meetings covering performance, service improvements, quality and processes.
• He develops a good understanding of local Workplace delivery organizations and you are the focal point for the global Virtual Workplace Platform towards the local SDM’s.
For the Global Virtual Workplace Platform scope in Project/Build Mode:
• He is accountable to ensure End-to-End service readiness in two ways with 3rd party providers and local teams of our client
• He is responsible for defining the TOM (processes, tools, organization) are defined for the Run phase (e.g. SWR, IPC, Demand…)
• He is accountable to ensure the Service Catalogue is defined for the Run phase
• He is accountable to define and establish the governance, reporting, SLA/OLAs and KPIs are defined to monitor performance
• He ensures that all of the above is well documented and in line with the contractual agreements
• He is accountable for the acceptance testing of Service related aspects to proof the achievement of the service readiness
• He is accountable to manage the probation period with IBM and negotiate future Service Levels
• He is responsible for capacity management to ensure capacity & licenses are extended according migration planning
Profile:
• He has an IT professional with at least 3 years’ experience in IT Service Delivery organizations.
• He has to be interested in Workplace solutions and has an understand User Experience perspective.
• He has a passion for quality and service improvement.
• He is result-oriented and able to use his creative skills in favor of fast solution delivery.
• He like taking initiative and work on multiple simultaneous tasks with limited supervision.
• He has strong diplomatic and negotiation skills. He is able to motivate teams without having a hierarchical responsibility.
• He can adapt his communication style to the situation and the result he wishes to achieve.
• He like a proactive approach to daily tasks.
• He enjoys working in a global organization and in a multicultural environment.
• He has a fluent command of written and spoken English.
Language Requirements:
• Excellent communication in German and English is an absolute must have.
Start: asap
Duration: until
Location: Cologne and occasional trips throughout Europe
Requested language for the CV: English
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Mit freundlichen Grüßen aus Köln
Frank Brüggemann
Königstein Beratungsgesellschaft für EDV-Dienstleistungen mbH
Firmensitz: Schanzenstrasse 39 c3, 51063 Köln
Geschäftsführer: Holger Königstein
HRB 53073 AG Köln
Umsatzsteuer-ID DE
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Homepage: http://www.EDV-Koenigstein.de