Senior IT Manager – Service Management
4 months ago
Senior IT Manager – Service Management (Luxury Retail, Regional)
Client Description
Global luxury retail corporation
Job Description
- The Service Manager provides a single and seamless contact to the business, acting as a liaison between the regional infrastructure & operations team and other regional IT functions or teams in Paris for service-related topics. The Service Manager is accountable for developing and executing a service strategy that ensures an outstanding customer service experience. The Service Manager must also work closely with the country IT teams to coordinate all services deliveries within the respective countries.
- The role has responsibility for service level management developed by Paris or in the region, and delivery of integrated services. The Service Manager is responsible for Relationship Management related to IT service topics, developing and maintaining support relationships with local IT teams as well as forging new relationships within assigned internal customers. This includes ensuring OLAs and SLAs meet the desired business outcomes and that BAU operation support requirements are developed.
- The position is responsible for developing risk mitigation strategies to minimize business disruption and ensure service levels are attained. This includes managing Key Performance Indicators (KPIs) of vendor groups in coordination with the service team in Paris. Additionally, the Service Manager must have the ability to work through complex business & internal client challenges and collaborate in developing and implementing solutions.
- Specific responsibilities include managing the regional service portfolio, documentation for regional asset management, ensuring change management processes, and managing incident and service reports. The Service Manager serves as a client advocate across all regional IT functions and seeks to add value through proactive delivery of existing and new solutions & services.
- The Service Manager is responsible for any Service Improvement plans resulting from large crises and major quality of service issues until resolution and client satisfaction. Additionally, the role is responsible for development and maintenance of the DRP and BCP Plan with regional teams for service delivery and ensuring the availability of backbone IT systems.
- Define and create OLAs with local vendors and internal support teams, and develop SLAs based on the OLAs not provided at the Global Level.
- Attain client service levels and service deliverables based on SLA commitments and proactively review with the business on the evolution and improvements of existing SLAs.
- Work closely with business teams to ensure the individual service portfolio fulfills business needs.
- Develop and maintain business relationships and build new relationships with assigned internal clients (jointly with country IT teams).
- Conduct periodic performance and KPI reviews with service providers based on agreed contractual terms.
- Maintain a solid working relationship with vendors and manage escalations as required.
- Communicate effectively with internal business and IT teams, and make sound management decisions.
- Coach and lead the service team to constantly challenge themselves and display professionalism.
Job Requirements
- Undergraduate Degrees in Engineering, Computer Science, Information Technology or related technical field.
- Certificates: PMP or Prince2, ITIL Service Manager / Preferred: CCNA, MCP.
- Total 15+ years of relevant experience, with at least 8+ years in service management.
- A minimum of 3 years of proven team leading or management experience managing a team of highly technical staff.
- Experience in managing the full life cycle of project development.
- Ability to communicate clearly, concisely, and appropriately with minimal guidance at executive levels.
- Good understanding of how internal IT can support customers’ needs to enable them and realize their business strategy.
- Experience in reviewing OLAs and developing SLAs.
- Implementation of ITIL principles within an MNC.
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