Beschreibung
Bosshard & Partner is looking with Mandate 2261for a Professional ITIL Service Manager (f/m) in Banking Area
Project environment
You will work in a global Swiss Bank in the IT Service Management. This includes the following topics: Service-Level-Agreements, Service-Catalogue-Management, Service-Level-Reporting and Service-Quality.
Tasks
- Support IT-Key-Account Manager in negotiating Service-Levels and maintaining the IT-Service-Catalogue.
- Define and maintain Service terms, definition, rules and design-guide, templates.
- Support KAM in defining KPI’s for Service-Level Reporting.
- Monitor service performance against SLA and produce service report.
- Assure sound, complete and reliable service information within the IT-Service Catalogue.
- Define and maintain KPI repository and Service-Quality dimensions.
- Provide overview of Service-Quality and maturity (throughout the whole organization).
- Conduct Service Reviews and instigate improvements within overall Service-Improvement-Plan (SIP).
- Provide criterias for assessing and improving the services of our sourcing partners.
- Provide service information for IT-Marketing (e.g. yearly report of issues and achievements).
- Plan and conduct Benchmarks and Customer-Surveys.
Technical skills
- Profound experience in documentation of Service-Levels and maintaining an IT-Service Catalogue (within the financial sector).
- Very good and broad understanding of IT-Operation-Processes (ITIL) and Quality management.
- Ability to improve Service Governance, process design and objects measuring (KPI modelling).
- Very good German and English knowledge.
Required Trainings and Certificates
- ITIL Foundation v3.
- A plus: ITIL Service Strategy v.3 & Cobit.
Workload: 100%
Start Date: asap
End Date: open
Workplace: Zurich
Did we gain your interest? Please do not hesitate to contact Mr. Hanspeter Himmel at or