Beschreibung
Bosshard & Partner is looking with Mandate 2233for a Professional ITIL Service Manager (f/m) in Banking Area
Project environment
You will work in a Swiss Private Bank in the IT Service Management. This includes the following topics: Service-Level-Agreements, Service-Catalogue-Management, Service-Level-Reporting and Service-Quality.
Tasks
• Support IT-Key-Account Manager in negotiating Service-Levels and maintaining the IT-Service-Catalogue.
• Define and maintain Service terms, definition, rules and design-guide, templates.
• Support KAM in defining KPI’s for Service-Level Reporting.
• Monitor service performance against SLA and produce service report.
• Assure sound, complete and reliable service information within the IT-Service Catalogue.
• Define and maintain KPI repository and Service-Quality dimensions.
• Provide overview of Service-Quality and maturity (throughout the whole organization).
• Conduct Service Reviews and instigate improvements within overall Service-Improvement-Plan (SIP).
• Provide criterias for assessing and improving the services of our sourcing partners.
• Provide service information for IT-Marketing (e.g. yearly report of issues and achievements).
• Plan and conduct Benchmarks and Customer-Surveys.
Technical skills
• Profound experience in documentation of Service-Levels and maintaining an IT-Service Catalogue (within the financial sector).
• A plus: Experience in definition of crossboarder Service-Level Agreements (within financial sector).
• Very good and broad understanding of IT-Operation-Processes (ITIL) and Quality management.
• Ability to improve Service Governance, process design and objects measuring (KPI modelling).
• Very good German and English knowledge.
Required Trainings and Certificates
• ITIL Foundation v3.
• ITIL Service Operation v3.
• ITIL Service Design v3.
• A plus: ITIL Service Strategy v.3 & Cobit.
Workload: 100%
Start Date: asap
End Date: open
Workplace: Zurich
Did we gain your interest? Please do not hesitate to contact Mr. Hanspeter Himmel at or