Job Description
As a dedicated IT Enterprise Services Manager, you will oversee the effective management of non-technical service-oriented processes within a formal ITIL framework.
Key Responsibilities:
* Focus on Quality of Service (QoS), Process Evolution, Design, and operations for distributed managed OS Product Teams.
* Act as a Governance, Escalation, and Coordinating Instance to reduce Mean Time To Resolve (MTTR), Mean Time To Detect (MTTD), Mean Time Between Failures (MTBF) scenarios.
* Manage operational support service provider partners to ensure high levels of quality and class service alignment.
* Oversee relevant Key Performance Indicators (KPIs), Service Level Agreements (SLAs), Operational Level Agreements (OLAs) for the Product Team and establish a proactive communication and sharing environment.
Requirements:
1. A senior-level background in managing ITIL/Prosci related Enterprise Environments, including ADKAR within the Change Management area.
2. A good understanding of state-of-the-art Enterprise IT environments, particularly Managed OS and Managed Databases (distributed Server Environment: Linux, Windows, Oracle, SQL).
3. Experience with actual and legacy Operating Systems and Databases.
4. An in-depth understanding of QoS frameworks and how to manage and optimize QoS concepts.
5. ITIL V3/V4 Service Delivery Process advanced knowledge is mandatory.
6. Specific experience in IT Service base ITSM Process structure, including Incident, Problem, and Change.
7. A big interest in future-oriented Cloud Solutions and Platforms, such as Amazon AWS and Microsoft Azure or Private Datacenter-hosted technologies.
8. Leadership and organizational skills with the ability to provide service-oriented guidance and mentoring to surrounding key players.
9. Autonomous, teamwork spirit, and self-organized working, respectful of the process.
10. An interest in AI-Ops solutions to optimize operational support and business lines.
11. Excellent communication and stakeholder management skills.
12. Ability to work in multicultural environments distributed worldwide.
13. Upper Intermediate level of written and spoken English is mandatory.
14. A customer-centric and result-oriented approach is essential.