Beschreibung
Manager - Project Manager - Level IIIDescription
SENIOR SERVICE MANAGER 50%: ROLE PURPOSE
You will be responsible getting the application operations team in place and implementing the service management discipline as part of an on-going multi-year project. You need to ensure that internally and externally sourced IT services are aligned with business needs and are delivered in accordance with customer Service Level Agreements.
MAJOR ACCOUNTABILITIES
•Lead the build-up of the application operations team from RFP, vendor selection, contract negotiation, service model implementation and take over from project
•Ensure smooth transition from project to operations for first waves of the Program implementing the Oracle Product Life-Cycle Mgmt.
•Ensures that all supporting components of the service, including any associated SLAs, OLAs and UCs are aligned and managed as an integrated service.
•Collaborates with the Sourcing Organization on supplier management and establishes/reviews/approves key contracts with external service providers, as needed
•Negotiates key SLAs/OLAs, as needed and gets them approved
•Manages the service or service portfolio offered to customers.
•Manages processes and resources delivering the service, responsible for overseeing the service delivery team, ensuring the coordination of this team in overall planning activities, service delivery and issue resolution.
•Periodically monitors and reviews performance against the SLA/OLA service and/or portfolio.
•May oversee (or chair a committee that oversees) continuous service improvement initiatives associated with ITIL core processes.
IDEAL BACKGROUND (State the minimum and desirable education and experience level)
•University degree in computer science, management information systems, or related discipline
•8+ years track record of leading Service Management activities in big global enterprises, ideally in the area of business applications (critical, non-commodity)
•Proven ability in leading projects to establish new service models, application support & operations groups and services involving various providers. Experience with the development and analysis of IT key performance indicators, metrics, and reporting.
•5+ years implemented and managed various ITIL based Service Management processes
•Experienced in vendor management and working with 3rd parties onshore & offshore
•Ideally ITIL Service Manager’s Certificate
•Capability to think strategically
•Proven excellent negotiation and facilitation skills
•Very strong quality focus, experience working in a regulated industry and knowledge of Computer System Validation
•Demonstrated leadership with the ability to manage large geographically or functionally dispersed teams. Ability to communicate and build relationships across functions and outside IT
•Demonstrated ability leading organizational change, fostering meaningful collaboration, building rapport among colleagues, clients and customers
•Working in a multi-cultural environment and leveraging diversity
•Fluent in English
Position is located in Basel.
Qualification Rating
Other
Project Management * 7+ Yrs.