Citrix Service Manager (m/f)

REFERENZNUMMER:

254847/11

IHRE AUFGABEN:

-Responsible for ensuring that the internally and externally sourced Citrix services are aligned with business needs and are delivered in accordance with customer Service Level Agreements to IT standards and in line with industry best practice
-Responsible for the service life cycle management which includes service & technology life cycle management, architecture, service level management & process improvements, demand & capacity management, innovation, supplier & contract management, benchmarking, etc

. -Manage the service or service portfolio offered to customers (leads decisions to add, freeze, modify or discontinue the service or services within the tower)
-Manage 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
-Ensure 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
-Responsible for the budgeting and resource allocation for the service(s) you are responsible for
-Constantly monitoring and reviewing performance, provide a set of key service metrics
-Plan and negotiate with customers and peer to establish the overall service(s) and the associated characteristics of service(s) needed
-Collaborate with the sourcing organization on supplier management and establishes/reviews/approves key contracts with external service providers, as needed
-Establish/Update/Approve the service catalog entries, as needed
-Ensure proper implementation of global standards, policies regulatory compliance (GLP & GCP)
-Alignment of IT services with business and IT strategy
-Operational excellence: measurement through BSC / KPIs and customer satisfaction surveys
-Closeness / integration with business function: be personally accepted by business management
-Achievement of agreed targets in terms of quality, time and cost
-Achievement of service levels corresponding to industry best practice (price/performance etc.)
-Achievement of modern technology and operations concepts according to industry best practice

IHRE QUALIFIKATIONEN:

-Bachelor's degree or above
-Profund 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 Administrator/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

WEITERE QUALIFIKATIONEN:

IT service manager, Project manager, Administrator