Service Manager - Level III

On behalf of our client in the Life Science industry, Harvey Nash is looking for a for an experienced Service Manager for covering a 50% backfill position in the Basel Datacenter domain with the emphasys on Capacity and Configuration Management for a 3+ month project in Switzerland.

The role is about leading the DC Capacity and Floorspace Team, managing demand and capacity (Datacenters, floor space, racks) for all Datacenters in scope, providing DC capacity actuals and forecast metrics, implementing strategy and structure for managing capacity with given IT supply, handling of DC Exceptions and executing IT Guidelines in relation to Data Center, managing DC relevant Configuration Items and implementing and maintaining an application-centric view to assets in collaboration with global GIS Configuration Management, implementing and maintaining processes to ensure up-to-date information in ISX.

You are responsible for:
- Operational Capacity Management
- Collecting infrastructure related capacity and forecast information from project teams as well as internal and external service providers
- Maintaining capacity overview of Basel region datacenters
- Answering capacity related requests and provides consultancy to requestors
- Establishing Capacity Plan for all Datacenters in scope
- Developing and reporting on power, cooling, space and efficiency metrics
- Maintaining capacity documentation
- Treatment of DC Exception Requests
- Strategic Capacity Management
- Creating and maintaining long term capacity forecasts to support DC planning, design and growth
- Current state Capacity reporting towards DC Leadership
- Expectation management towards stakeholders in terms of available DC capacity
- Communicating DC capacity risks as early as possible
- Creating and maintaining relationship with GIS Demand Management and GIS Order Forecast Teams - Working closely with DC Operations Management and DC life Cycle Management to ensure that DC infrastructure capacity is aligned to meet the business demand
- Configuration Management
- Responsible for selecting and identifying the configuration structures for all the datacenter related CIs, including their 'owner', their interrelationships and configuration documentation. It includes allocating identifiers, labeling each item, and entering it on the Configuration Management Database (CMDB).
- Responsible for ensuring that only authorized and identifiable CIs are accepted and recorded, from receipt to disposal. Ensure that no CI is added, modified, replaced or removed without appropriate controlling documentation, eg an approved Change request, and an updated specification.
- Responsible for the reporting of all current and historical data concerned with each CI throughout its life cycle. This enables Changes to CIs and their records to be traceable, eg tracking the status of a CI as it changes from one state to another
- Responsible for a series of reviews and audits that verify the physical existence of CIs and check that they are correctly recorded in the Configuration Management system
- Capacity Management
- Responsible of DC capacity planning and floor space allocation
- Enforce defined Data Center policies and guidelines
- Create and maintain a strong partnership and ensure close cooperation between the respective customer, GIS Teams, Data Center Teams and Service Providers
- Report DC status and infrastructure capacity, including floor space for the global Data centers in the Basel region
- Understand the customers processes, plans, objectives, drivers, and issues related to the data center services
- Facilitates and runs customer and stakeholder meetings and service reviews
- Ensure that installed infrastructure components in the DC are following the Global IT Standards and the DC Guidelines or have an approved exception
- Provide Leadership direction and guidance to capacity and floor space management team
- Configuration Management
- Ensure that DC Infrastructure related CI's are created and updated in ISX
- Implement and maintain a strategy to manage all DC related CI's in ISX and the GIS global Configuration Management Tool (Remedy)
- Ensure that in case of an Incident DC Operations has a quick way to get an overview about the impacted devices and respective applications based on linkage of CI's in ISX and Remedy

Requirements

- 10+ years of working experience, 7 of those years dealing with business applications, infrastructure and data center technology in IT
- ITIL experience and/or certification
- Degree level education preferred in Computer Science
- Capacity Management experience
- Broad know-how of infrastructure services and data center technology in the area of Virtualization, Unix, Wintel, Storage, Backup, Network and Security Infrastructure
- Knowledge of the products, technologies, and best practices involved in providing secure, cost-effective data center services
- Technical background, systems engineering, consulting and systems architecture experience
- Proven experience in co-coordinating with multiple groups within the customer, within GIS and Service Providers
- Strong customer facing and relationship management skills
- Coordination and Project Management experience
- Working within a serviced based organization with a customer facing role
- Knowledgeable about systems validation and GxP practices
- Excellent written, verbal and presentation communication skills
- Languages: English, German is a plus

Are you available immediately, have experience working within a Life Science company?

Please send your complete CV (Word documents preferred) .

For further details feel free to call Moritz Dewald.

I am looking forward to receiving your application.