IT Service Manager (KPI, SLA, ITIL)

For our banking client in Zurich we are urgently looking for a Service Manager.

RESPONSIBILITIES

- Support IT-Key-Account Manager in negotiating Service-Levels and maintaining the IT-Service-Catalogue
- Define and maintain Service terms, definition, rules and design-guide, templates 
- Support KAM in defining KPI's for Service-Level Reporting 
- Monitor service performance against SLA and produce service report 
- Assure sound, complete and reliable service information within the IT-Service Catalogue 
- Define and maintain KPI repository and Service-Quality dimensions 
- Provide overview of Service-Quality and maturity (throughout the whole organization). 
- Conduct Service Reviews and instigate improvements within overall Service-Improvement-Plan (SIP) 
- Provide criterias for assessing and improving the services of our sourcing partners 
- Provide service information for IT-Marketing (eg yearly report of issues and achievements) 
- Plan and conduct Benchmarks and Customer-Surveys. 

YOUR PROFILE

- Profound experience in documentation of Service-levels and maintaining a IT-Service Catalogue (within financial sector) 
- Experience in definition of crossboarder Service-Level Agreements (within financial sector) is a big plus 
- Very good and broad understanding of IT-Operation-Processes (ITIL) and Quality management 
- Ability to improve Service Governance, process design and objects measuring (KPI modelling) 
- Very good German and English knowledge

If you think you meet these requiremenets please submit your CV through this website.