Job Description

Accountable and responsible for the end-to-end IT service management lifecycle, that includes service level management, continuity management, performance management, change/release management, etc. manages IT service management strategy with regards to service delivery and aligns with other Service Managers on a regular basis.

Accountable and responsible for the end-to-end IT service management lifecycle, that includes service level management, continuity management, performance management, change/release management, etc. manages IT service management strategy with regards to service delivery and aligns with other Service Managers on a regular basis.

• Ensure the implementation of IT Service Mgmt. processes
• Ensuring issue-free operation on the basis of service mgmt. according to ITIL, including all service components and service dependencies
• Assurance of IT-based service quality according to the SLA/OLA
• Derive improvement measures and track their implementation development and provision of figures in terms of costs of the services and the degree of fulfillment of SLA
• Monitor the implementation of the service improvement plan (SIP), capacity plans, availability plan, IT service continuity plans
• Coordination of service processes in close cooperation with other IT process owners (incl. Incident, Change and Configuration Mgmt.)
• Responsible for escalation management with regards to Service Delivery
• Act as a quality gate keeper to ensure operational readiness for changes/new releases/initial rollout, e.g. as the lead in Change Advisory Board
• Manage the service design and maintain the related service catalogue items (incl. service description)

Key Stakeholders

• Service Managers/Owners (other services)
• Demand Manager
• Incident & Problem Mgr.
• IT Governance Manager
• IT Financial Manager
• Suppliers/Vendors
• IT Heads

Skills Required

• In-depth knowledge of the IT Service Management framework
• Knowledge in application lifecycle
• Demonstrate commitment to quality
• Willingness to learn, and able to deal with complexity
• Good time management
• Good communication and presentation skills.
• Passionate in steering programs and performance management
• Having customer and service orientation mindset

Experience and Qualifications

• Study to university/diploma degree level of natural sciences, computer science, business, or an equivalent education
• Proven experience in the area of ITSM and in-depth knowledge of the processes of service mgmt. (ITIL)
• Experience in IT Planning and Controlling

Goel Navneet License No.: 02C3423 Personnel Registration No.: R1982194

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