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IT Service Manager
Eingestellt von IT Vantage Systems
Gesuchte Skills: Support, Engineering
Projektbeschreibung
IT SERVICE MANAGER
Designing and implementing the service level management policy and processes. Introducing and updating the required standards, methods and tools. Designing and implementing availability and performance management processes, standards, methods and tools.
Main Tasks:
Developing, implementing and maintaining of a Service Catalogue
Defining, tuning and implementing the structure of the service level management according to organisation, policies, methods and standards
Evaluating, recommending and implementing systems and tools for service management
Configuring and implementing the service management processes
Negotiating, tuning and updating service level agreements with the customer
Analysing and reviewing the service performance
Executing service management audits and creating management reports
Planning and controlling the availability and performance of the systems, networks and applications
Evaluating, recommending and implementing systems and tools for availability and performance management
Configurating and implementing the service continuity processes
Executing availability and performance reviews and analysing trends
The IT Service Manager will:
Support Component Owner in gathering information required to submit a Change Request Evaluation Proposal to the Portfolio Change Board, including:
o Working with various internal solution providers (ADMD; AE Legal; Business Operations) to understand impact (positive/negative) of change request and proposed solutions
Support Component Owner in developing communications plan/messages for Change Requests that have been accepted or rejected, including:
o Drafting communications and aligning with OCM Lead
o Liaising with IT/Business communications in receiving feedback/approval on communications
Project-manage Change Requests that have been accepted through to implementation, including:
o Developing and facilitating execution of project plan
o Working with solution providers to drive implementation to plan and budget
o Providing weekly updates to Component/Solution Owner and periodic updates to Portfolio Change Board on implementation status
Monitor Level 3 Community 2 + 3 communities for potential issues that could qualify as Change Requests and raise these to the Component Owner's attention
Monitor Google for upcoming releases, summarize and estimate impact on enterprise, submit to Component Owner for review and distribution to PCB and Sounding Board
Facilitate and summarize periodic Component Owners All-Hands meeting. Draft meeting minutes and assign action items for follow-up with Component Owner.
Secondary Responsibilities:
Support on-going development of Google Community and identify opportunities to improve it, the Change Request Process, and the role of Component Owners
Support Change Request Manager in facilitating PCB meetings (eg preparing meeting minutes)
Serve as back-up to Component Owner ad-hoc
Qualifications
Bachelor's Degree in Information Technology/Systems; Computer Sciences/Engineering
Master's Degree in Business; Information Technology/Programming (preferred)
Project Management certification (PMP) (preferred)
At least 3 years professional experience in the following areas:
o Google Applications
o Information Technology Project Management/General Project Management
o Information Systems
o Corporate Communications
Strong communication skills (verbal and written) in English and German (preferred)
Designing and implementing the service level management policy and processes. Introducing and updating the required standards, methods and tools. Designing and implementing availability and performance management processes, standards, methods and tools.
Main Tasks:
Developing, implementing and maintaining of a Service Catalogue
Defining, tuning and implementing the structure of the service level management according to organisation, policies, methods and standards
Evaluating, recommending and implementing systems and tools for service management
Configuring and implementing the service management processes
Negotiating, tuning and updating service level agreements with the customer
Analysing and reviewing the service performance
Executing service management audits and creating management reports
Planning and controlling the availability and performance of the systems, networks and applications
Evaluating, recommending and implementing systems and tools for availability and performance management
Configurating and implementing the service continuity processes
Executing availability and performance reviews and analysing trends
The IT Service Manager will:
Support Component Owner in gathering information required to submit a Change Request Evaluation Proposal to the Portfolio Change Board, including:
o Working with various internal solution providers (ADMD; AE Legal; Business Operations) to understand impact (positive/negative) of change request and proposed solutions
Support Component Owner in developing communications plan/messages for Change Requests that have been accepted or rejected, including:
o Drafting communications and aligning with OCM Lead
o Liaising with IT/Business communications in receiving feedback/approval on communications
Project-manage Change Requests that have been accepted through to implementation, including:
o Developing and facilitating execution of project plan
o Working with solution providers to drive implementation to plan and budget
o Providing weekly updates to Component/Solution Owner and periodic updates to Portfolio Change Board on implementation status
Monitor Level 3 Community 2 + 3 communities for potential issues that could qualify as Change Requests and raise these to the Component Owner's attention
Monitor Google for upcoming releases, summarize and estimate impact on enterprise, submit to Component Owner for review and distribution to PCB and Sounding Board
Facilitate and summarize periodic Component Owners All-Hands meeting. Draft meeting minutes and assign action items for follow-up with Component Owner.
Secondary Responsibilities:
Support on-going development of Google Community and identify opportunities to improve it, the Change Request Process, and the role of Component Owners
Support Change Request Manager in facilitating PCB meetings (eg preparing meeting minutes)
Serve as back-up to Component Owner ad-hoc
Qualifications
Bachelor's Degree in Information Technology/Systems; Computer Sciences/Engineering
Master's Degree in Business; Information Technology/Programming (preferred)
Project Management certification (PMP) (preferred)
At least 3 years professional experience in the following areas:
o Google Applications
o Information Technology Project Management/General Project Management
o Information Systems
o Corporate Communications
Strong communication skills (verbal and written) in English and German (preferred)
Projektdetails
Geforderte Qualifikationen
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Kategorie:
Ingenieurwesen/Technik, Sonstiges