Senior/Lead Service Manager (BR-10592)

2021-10-05-Budapest-IT/Telekom
A munkáltatóról / About the company
On behalf of our multinational Client we are looking for a qualified Senior/Lead Service Manager to their Budapest office.
Pozíció részletezése / Position overview
Responsibilities:
 Manage a smaller team of Service Managers and Platform Engineers
 Plan and setup the shared managed service concept for a globally available service portfolio, developed externally (RMS RiskLink and AIR TouchStone)
 Coordinate the operations and maintenance of related software, databases and complex server infrastructure
 Support capacity and sizing of the service components, proactive hardware and environment management, continuous service improvement
 Coordinates service professionalization, evaluating new concepts
 Initiating planning and set up of new service components
 Coordinates the team assigned to the work stream, assigns and follows up tasks, sets priorities
 Support resource planning in support teams
 Support the profit & loss account including pricing, revenue & costs planning and forecasting;
 Counterpart for key customers and other relevant stakeholders (e.g. Finance, Procurement, Purchasing)
 Acts as the first point of escalation for the related service(s), manages escalations towards the provider teams
 Internal provider management, including purchasing and invoice clarification;
 Vendor management on the operational level;
 Responsibility for conducting connected budget / spend approval processes
 Responsibility for monthly charging / billing to customers based on a manual process
 Maintain service related documentation
 Document, maintain and optimize processes and configurations related to the environments
 Displays extensive working knowledge of industry standards and practices. Search and elaborate process/service improvement opportunities utilizing company best practices and proven frameworks (e.g. Lean, ITIL)
 Support service transition activity with project management, provider and vendor teams, customer side and operations team
 Organize SLA compliance measurement and reporting of the provided services
 Organize and conduct service reviews with customers on the provided service, internal and external parties regarding support activities
 Responsible for customer communication and stakeholder management
 Support internal and external audits related to services she/he responsible for
 Coordinate service related task execution in the matrix organization
 Gather and channelize training needs of operations staff in order to improve service quality

Requirements:
 People management expertise
 Business analysis (IT operations)
 Ownership and initiative
 Relationship management
 Service focus
 Service reporting
 Strategic thinking
 Understanding of service management framework
 User focus
 Asset and configuration management
 Broad technical understanding
 Continual service improvement

What our partner offer offer:
 Competitive salary package according to candidate’s knowledge and competences
 Annual financial bonus – based on individual targets
 Wide package of certified trainings
 Possibility to develop existing and new skills
 Support of work-life balance

KAPCSOLAT

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