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IT Service Quality Manager
Eingestellt von Stamford Consultants AG
Projektbeschreibung
Position: IT Service Quality Manager
Type: Contract
Work load: 100%
Work location: Zurich, Switzerland
Start: ASAP- 6 months with a possibility of extension
ROLE OVERVIEW:
- Lead and manage the IT Service Quality Team in Hosting Services.
- Drive the maturity of IT Service Quality (SQ) based on the existing IT Service Strategy.
- Further developing the divisional strategy by aligning with current global initiatives and adapting and applying best practice frameworks to the divisional needs.
- Define Service metrics, benchmarks and KPI's that will steer the organization to achieve Continuous Service Improvement (CSI) goals.
- Ensure that SQ Strategy meets and supports IT Governance & Service Continuity policies.
- Establish a Service Quality framework that collects, measures and analyses quality related service management data.
- Liaise and coordinate strongly with other service stakeholders such as Service Owners, Service & Product Managers, and Process Owners etc.
- Obtain a clear overview of the Service Portfolio, understanding the quality impacts induced by new, current and out-phased services.
- Define and propose Improvement Initiatives that will enable more effective and efficient service delivery.
- Audit existing services and related enablers as a source for identifying potential improvements.
- Implement, drive and track quality initiatives within the division and collaborate in cross-divisional service quality initiatives and taskforces.
- Lead project teams and a cross-sectional Service Quality Team (dotted line reports), directing and supporting the growth of competence and skills in the relevant fields of expertise.
- Build and shape the team to act as expert advisors for SQ related issues and as ambassadors to establish and promote a service quality mindset and awareness throughout the organization.
- We expect you to be passionate about IT Service Quality Management and to be a strong and eager advocate of a continual improvement culture and behavior.
REQUIREMENTS:
- IT Service Management or IT Governance certification (ITIL, COBIT, CISA)
- Formal qualification in Quality or Process Management is an asset (SAQ, CAS SGO, ISO etc.)
- At least 5-8 years of work experience in IT Quality, Process or Service Management, Operational excellence, efficiency initiatives, transition programs, IT Governance etc.
- Experience in line management or leading project teams in a complex IT environment.
- Strong conceptual, analytical and strategic abilities with solid implementation skills
- Excellent interpersonal skills and ability to work and communicate effectively with senior management and other stakeholders
- Good business know how within the financial industry is an asset
- Fluent in English and German (spoken and written)
Type: Contract
Work load: 100%
Work location: Zurich, Switzerland
Start: ASAP- 6 months with a possibility of extension
ROLE OVERVIEW:
- Lead and manage the IT Service Quality Team in Hosting Services.
- Drive the maturity of IT Service Quality (SQ) based on the existing IT Service Strategy.
- Further developing the divisional strategy by aligning with current global initiatives and adapting and applying best practice frameworks to the divisional needs.
- Define Service metrics, benchmarks and KPI's that will steer the organization to achieve Continuous Service Improvement (CSI) goals.
- Ensure that SQ Strategy meets and supports IT Governance & Service Continuity policies.
- Establish a Service Quality framework that collects, measures and analyses quality related service management data.
- Liaise and coordinate strongly with other service stakeholders such as Service Owners, Service & Product Managers, and Process Owners etc.
- Obtain a clear overview of the Service Portfolio, understanding the quality impacts induced by new, current and out-phased services.
- Define and propose Improvement Initiatives that will enable more effective and efficient service delivery.
- Audit existing services and related enablers as a source for identifying potential improvements.
- Implement, drive and track quality initiatives within the division and collaborate in cross-divisional service quality initiatives and taskforces.
- Lead project teams and a cross-sectional Service Quality Team (dotted line reports), directing and supporting the growth of competence and skills in the relevant fields of expertise.
- Build and shape the team to act as expert advisors for SQ related issues and as ambassadors to establish and promote a service quality mindset and awareness throughout the organization.
- We expect you to be passionate about IT Service Quality Management and to be a strong and eager advocate of a continual improvement culture and behavior.
REQUIREMENTS:
- IT Service Management or IT Governance certification (ITIL, COBIT, CISA)
- Formal qualification in Quality or Process Management is an asset (SAQ, CAS SGO, ISO etc.)
- At least 5-8 years of work experience in IT Quality, Process or Service Management, Operational excellence, efficiency initiatives, transition programs, IT Governance etc.
- Experience in line management or leading project teams in a complex IT environment.
- Strong conceptual, analytical and strategic abilities with solid implementation skills
- Excellent interpersonal skills and ability to work and communicate effectively with senior management and other stakeholders
- Good business know how within the financial industry is an asset
- Fluent in English and German (spoken and written)
Projektdetails
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