Beschreibung
AufgabenbeschreibungThis profile of qualification depicts the requirements which apply for an external contractor to work as a Service Transition Manager for our customer’s Online Program. The responsible line manager is the team lead of the Service Transition Management (STM) team within the Service Deployment and Support department of Global Applications (GA-SDS). The Service Transition Manager is responsible for the transition of IT services from inception to Go-Live, The required skills are largely focused on Project Management.
Anforderungen
1. Project Management Skills:
• Discuss, align on and document the agreed project scope in a structured manner; manage
and document requested scope changes in a structured manner, also under time and
political pressure
• Ability to identify and align with teams and stakeholders relevant for the implementation
• High-Level estimation of timelines, efforts and costs; ability to challenge/discuss estimates
from other parties, understanding of also complex project dependencies,
• Manage project members or required contributing teams from various different teams in a
matrix organisation;
• Document and maintain agreed timelines in a Project Plan (MS-Project); track, monitor and
manage assigned time and monetary budget
• Concise Project Status Reporting; ability to collect statements and information from all
involved teams, consolidate in a structured manner and report condensed key points to
management
• Escalation Management: ability to collect information on major issues, consolidate and
extract key points and direct to the appropriate party
• Manage the project and service status through the different stages and especially Go-Live,
assess overall readiness, manage gaps and ensure successful transition
2. IT-Services / Technology general skills:
• Understanding of and experience with the general architecture and components of
IT-Services like Networking,/Connectivity, physical Hardware / Operating Systems (UNIX,
Microsoft), Application Layer, IT Operations and Support Structures
• Experience with Software deployment projects in multi-environment landscapes, good
understanding of Release deployment flows and dependencies between them
• General understanding of / experience with Service Level Agreements (SLAs), IT service
availability and support agreements
2.2 Softskills:
• Communicate skilfully in a political environment and under pressure
• Working in high dynamic program with frequently changed priorities
• Working in a multinational environment
• Building relationship and trust to customer and supplier (external and internal)
2.3 Language:
• English language: fluid in written and spoken form
2.4 Desired:
• Experience on general CRM services in the Telecommunication Industry
• Technical Experience with Web Services
• ITIL V3 Foundation
2.5 Helpful:
• Knowledge of our customer’s processes and contact to technical teams
• Knowledge about products: eGain, Oracle eBill
1.5 Bemerkung:
This role requires very good English communication skills. Main scope of this role is communication between several parties involved in the deployment process. High-Level technical skills required to be able to discuss with technical staff.