Service Manager for Real Time Collaboration Services
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Your challenge will be…
The Service Manager has overall accountability for defining the service of Real Time Collaboration, ensuring services meet the business need and are delivered in accordance with agreed business requirements, and managing the service lifecycle - often in conjunction with a Service Team.
Ensure contracted services (e.g. Change Mgmt., Problem Mgmt., Demand Mgmt., etc.) within a specific area of responsibility on a day-to-day basis. I.e., per service element, service group, or for a specific region. Make certain the implementation of services is aligned with the agreed contracts in accordance to the agreed volumes and standards and assure that contractual obligations are met. Contribute and drives Continuous Service Improvement and Service Transitions, as well as act as service related infrastructure expert wherever required.
Main objectives are:
• Ensure service quality (e.g. incident, problem, performance, capacity, or escalation management)
• Point of contact for the respective service or process
• Continuous service improvements
• Provisioning of technical service expertise
• Contributes in PoCs, service transitions, service development activities, and projects.
• Performs a broad range of service management operations (including service element management, service catalog maintenance, service management framework application and possible escalations) to ensure that given IT services or solution resources are available to the business.
• Identify IT service or solution related business goals, objectives, and requirements of the business environment.
• Implement process standards and policies and be responsible for their consistent execution.
• Oversee IT services or solution related performance and delivery indicators.
• May optimize IT service management frameworks for multi-vendor environments.
• Contribute and support planning, budgeting, design, and alignment of service management processes and IT solutions landscapes. Advise the accountable business management of the unit, in all IT Service & Solution Management related issues.
• Support customization and the specification of service elements throughout the entire service lifecycle.
• Develop service pages for the ITS Service Catalog.
• Coordinate SLA/OLA creation, reviews, and updates.
• Identify and publish service metrics.
• Contributes to the maintenance of all service catalog items and the provisioning of an integrated catalog of infrastructure services. Implement programs and procedures for safeguarding data/information security and safety.
• May coordinate relevant unit and integration tests and communicate with vendors and service providers.
• Manages complex infrastructure solution/service installations or updates.
• Support or manages change-release processes and implementation of IT security guidelines.
• Identifies IT service or solution problems and seeks resolutions without impact to end user.
• May perform 2nd-level user help desk activities, individual coaching and trainings.
• May contribute to issue management through escalation processes
• May contribute to the implementation of knowledge management standards by gathering, analyzing, sorting, and sharing relevant information.
• Stay abreast of developments in industry regarding IT Technology & Services as well as Solution Management
Does this sound good? Our perfect candidate
• Bachelor’s Degree in Computer Science, Information Technology or related fields
• At least 3 to 4 years of proven working experience as a Service manager in the information technology sector
• Lean / Agile certification
• Working knowledge and Experience in Service Management
• Knowledge in IT Infrastructure and Applications
• Strong presentation and communication skills
• Excellent problem solving and critical thinking skills
• Ability to demonstrate commitment to develop, drive, and manage services in a fast paced environment
• Excellent written and verbal communications skills, having a medium-high English Language Domain/Fluency (Speaking, Reading & Writing), solid ability to present complex issues to multi-level audiences of Stakeholders.
• ITIL training / certification is a plus
• Team player and enjoy working in an international and cross-functional team
• Initiative and orientation on quality
• Customer focus
• Capacity for teamwork and networking skills
• Organizational skills
• Ability to build long-term relationships with internal colleagues and external providers
• Ability to work independently and take decisions where necessary
• Advanced English language (mandatory)
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Job ID: 105447
Organization: Global Services
Experience Level: Experienced Professional
Job Type: Full-time