Beschreibung
We are looking for a “Digital Service Manager (with ServiceNow Implementation experience) (m / f/ d)" for our customer in the consumer electronics sector with the following basic conditions:Start: asap
Duration: 6 months +
Location: Düsseldorf
We are looking for a goal getter to drive the implementation, review and success of state-of-the-art digital operations concepts and practices for the Digital Service Management area. Ownership and definition of the tools & process roadmap (idea, requirements, design, specification, execution) ensuring derived KPI'metrics show the performance of Service & Business Continuity goals.
Tasks:
• Work with a team of Service Delivery Managers and Service Operations Managers to gather their requirements for day to day managing the product support ecossytems
• Help manage day-to-day stakeholder interaction and external vendors, set and manage stakeholder expectations, communicate effectively with stakeholders to identify needs and evaluate alternative business solutions
• Facilitate team development and knowledge-share of best practice digital operations
• Perform project communication activities within the project organization as well as to third parties (stakeholder management).
• Supervise the continuous improvement of IT core service processes (incident, problem and change management) in order to optimize IT costs and business continuity, incl. IT governance requirements in this area
• Define standards and processes for communication and ticket flow with 1st Level (central and countries)
• Support the definition and management of SLAs and OLAs, including negotiations and contracting process as part of vendor / supplier management
• Strong engagement to the SIAM aproach by providing requirements for the execution according Vorwerk strategy and benefits
• Be the internal Digital Service Management PO for the End to End Service Now workstream ensuring the defined roadmap is fulfilled and new user stories are collected and executed
• Monitor business services, corresponding IT services, processes and standards and roll out KPIs and quality control programmes as part of continual service improvement
• Coordinate the technical implementation of user stories in accordance to quality plans and acceptance criteria
• Drive and maintain the Operations and Business Dashboards) to ensure the service/product/suppliers performance are measured and visible anytime/anywhere
• Monitor business services, corresponding IT services, processes and standards and roll out KPIs and quality control programmes as part of continual service improvemen
• Continuously support demand qualification, while taking quality, risks, costs, feasibility and enterprise architecture standards into account
• Drive and Support end customer improvement streams where there is a clear benefit for the end to end service management goals
• Enforce and advocate the use of Agile methodology.
• Support innovation activities in the context of Digital IT & business solutions by providing input and driving the introduction of new services, systems and tools that support the operational excellence and best in class performance in the industry
• Reduce, improve and harmonize applications and processes to optimize operational IT costs.
• Continuously update relevant documents for small projects in order to reflect the current state of the project including risk and expectation management.
• Determine functional and non-functional requirements together with business representatives for less complex processes and assist in larger workstreams
• Assist in implementing and continuously improving a governance model tailored to the digital Product or Service in order to ensure applying and maintaining standards
• Participate in and support setup of various councils to align Digital Products and Services with business strategy and
• Develop and maintain a continuous business improvement culture by improving operational efficiencies
• Support the Lead of Digital Operations in defining the service strategy and roadmap with focus on End to End Service Management goals
Requirements:
• Proven SIAM, ITIL, Agile Service Management and Service Now implementation experience / Certificates on at least two of the previous topics
• Several years of relevant working experience within IT, at least 6 years in the required field in Service Management with focus on end customer solutions
• Strong knowledge of agile and waterfall project management frameworks (e.g. PMI, Prince2) - ideally Prince2® foundation certification
• Hands-on experience with the latest industry-leading Enterprise Agile tools (e.g., Atlassian Suite / Jira ) and service management tools (ServiceNow, Instana)
• Proven customer centric service competence, commitment and Digital Mindset
• Proven experience in the control and selection of external service providers
• Basic knowledge of IT Information Security Management based ISO 27000 Series and BSI ITBasic Protection and basic knowledge of GDPR (General Data Protection Regulation)
• Proven ability to steer and coordinate Technical implementation workstream of software development, frameworks, concepts and tools
• The role requires a high level of organization, and the ability to prioritize the workload according to ever changing business needs
• Goal driven with exceptional coordination, influencing and communication skills.
• Independent, Self-motivated, positive and proactive with excellent expectation management skills within a continuous changing environment
• Experience at working in multi-function teams to deliver complex solutions and influence senior stakeholders
• Experience defining and measuring Business & Operational KPIs (key performance indicators)
• Problem solver with analytical skills; ability to drive changes and process improvements as our business continues to grow. Continually seek to improve operational efficiency
• Fluent English Language skill is mandatory, any other European language skill is a plus
If you have the relevant skills required, please do not hesitate to send me your application to:
Do you have questions? You are welcome to contact me by calling:
Fikemi Adewuyi
I am looking forward to get to know you!