IT Services Manager

з/п не указана

Требуемый опыт работы: не требуется

Полная занятость, полный день

IDT (Informational and Digital Technologies) Service Manager is responsible for monitoring Service Level Agreements (SLA) and ensuring that they meet the required levels. The employee must make sure that all IT Service Management processes, Operational Level Agreements (OLA) and underpinning contracts are appropriate for the agreed service level target.


  • IT service operation management for a group end markets
  • Establish and maintain strong working relationships with Senior Sponsors, Department Heads, Process Owners
  • Responsible for - or at least build strong relationships with - Supplier Management
  • Maintain a Local Service Catalogue (LSC)
  • Design, map out, get buy-in for, and maintain the most appropriate Service Level Management structure for the Area
  • Establish a Service Review process; planning, organizing and facilitating recurring meetings
  • Play a leadership role and assist other IT leaders in entrenching a "business and service culture" within IT
  • Work with Change Managers to understand the Service Level Management requirements for proposed new services and changes
  • Review and report performance results against the criteria established in SLAs and OLAs


  • Strong communication skills: oral, written, presentation, facilitation
  • Ability to think and act both strategically and tactically
  • Technical understanding with ability to translate into business concepts
  • ITIL knowledge beyond theory.
  • Credibility and trust; ideally has earned the respect of IT managers and other business managers at all levels
  • Ability to work under pressure, handle stressful situations in a calm manner
  • Relationship management and conflict resolution skills
  • The ability to bring together and work with a team of people with varied backgrounds - business analysts, technical experts, process owners - to articulate and remedy service level issues
  • A good understanding of the organization' services provided and customers/users
  • A good understanding of the organization's business and how IT contributes to it
  • Innovative thinking with service quality, and its improvement, within limits of costs and business direction
  • Advanced English level


  • Responsible for managing services across pillars
  • Owns the Local Service Catalogue throughout the S&OP cycle and engages with IT Demand for capturing any demand signals
  • Manages local services suppliers, including Managed Work Place services, if locally delivered
  • Ensures fulfilment of services as per SLA, monitors and captures performance via Service Reviews
  • 1st level escalation point and focus for any End Market engagement activities
  • Monitors and ensure compliance for Control Navigator (audit) items related to IT Services processes

Ключевые навыки

Английский — C1 — Продвинутый
Project management
MS PowerPoint
Sales Management
Английский язык
1С: Бухгалтерия и склад

Вакансия опубликована 24 июля 2020 в Киеве

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