Citrix Service Manager

* Manages the service or service portfolio offered to customers. (Leads decisions to add, freeze, modify or discontinue the service or services within the tower.)
* 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.
* Ensures that all supporting components of the service are aligned and managed as an integrated service.
* Responsible for the overall continuous improvement, cost reduction and performance of the services.
* Is responsible for the budgeting and resource allocation for the service(s) for which he/she is responsible.
* Constantly monitors and reviews performance, provides a set of key service metrics
* Plans and negotiates with customers and peers to establish the overall service(s) and the associated characteristics of service(s) needed.
* Collaborates with the Sourcing Organization on supplier management and establishes/reviews/approves key contracts with external service providers, as needed
* Establishes/Updates/Approves the Service Catalog entries, as needed.
* Ensure proper implementation of global standards, policies regulatory compliance (GLP & GCP)

EDUCATION/EXPERIENCE

* Bachelor's degree or above
* Minimum of 8 years experience in design, development, implementation, and management of IT systems for large, global organizations
* Extended knowledge of Citrix products - XenApp, XenDesktop, Netscaler. Citrix certifications are desirable.
* Experience as a System Admin/Architect/Engineer with Windows Server OS, Microsoft Active Directory, VMware ESX
* Familiar with networking technologies - TCPIP, DHCP, TFTP, Firewalls, DMZ
* Familiar with Application delivery methods and application packaging (APP-V, MSI)
* Project management experience or equivalent training
* Service Management and ITIL Experience.
* Extended experience in automation, configuration management
* Fluent in English