IT Service Manager

Beschreibung

For our client in Düsseldorf we are looking for a permanent candidate with a passion
for IT Service Management

Start: ASAP
Volume: Fulltime / Permanent
Location: Düsseldorf (Germany) / USA (optional)
Travelling: Willingness to travel

Tasks:

- Manage the service provider for the outsourced operational considering cost-
effectiveness and compliance with service level agreements
- Together with the outsourcing partners, you develop all the necessary processes
for controlling the provision of services and Constantly improve them
- Supervise the daily, contract-related service provision, the reporting and regularly
carry-out- service-review meetings with the outsourcing partners
- The availability and capacity management accountability. Being responsible
for the change Advisory Board for changes in the field of outsourcing partners
- Handle escalations as a central point of contact.
- Responsible for the economic, technical and strategic planning of IT services (incl. scope
of services, SLAs and further development).
- Carry out and further develop IT processes (for example, requirements, change,
incident and problem management)
- In addition, you are in the planning of the lifecycle (roadmap) for your services
- Goal-oriented execution of complex IT projects in the field of virtual environments
in an international environment, including the sub-project management or project
management for smaller topics.
- Develop and optimize the incident and problem management together with the
service providers
- Design and implementation of ITIL processes
- Implementation of ITIL processes (especially service transition and service operations)
to increase efficiency
- Design, implementation, documentation and maintenance of new IT services
- Design of effective measuring methods / measurement models of the existing
ITSM processes
- Support the implementation of processes in organization and tools
- Optimization of processes and ensure compliance with the process and standards
by the organization and supplier
- Ensure the highly available operation in coordination with the IT and business areas
- Jump in to resolve complex and complicated technical Issues that requires fast
interaction and supporting the Business needs
- Asses critical situations and put a plan to recover crises situation and follow up on the plan
- Interfere and drive technical solutions to recover business continuity

Skills:

- Strong experience as an IT service manager of outsourced IT operations
- Deep technical knowledge in Infrastructure (e.g. storage, network,..) and applications support.
- Ability to work in an agile and dynamic manner.
- Working knowledge of ITIL practices.
- Strong verbal and written communication skills in English
- Willing to travel.
- Knowledge of the IT application landscape and IT infrastructures in large companies
- Strong problem-solving abilities.
- Strong skills in stakeholder Management along with high customer orientation


Michael Bailey International is acting as an Employment Agency in relation to this vacancy.