Beschreibung
For an international institution in Zurich we are seeking a highly motivated professional to take up the following challenge:
Service Delivery Manager Mainframe (Contract) - 5757
Job Description
- First point of contact for day to day business, escalation, customer management
- Support the provider in delivering the service according agreed SLA
- Manager of the Incident, (Problem), Request, Escalation and Communication process within the Mainframe Services, ensuring high level of performance in these processes, accurate reporting and establishing service improvement activities
- As owner of the escalation process the Service Delivery Manager will the resolution of Major Incidents including effective communication to stakeholders and post incident review
- Manages customer/stakeholder relationships by hosting meetings, soliciting customer feedback and reporting project status
- Follow up, escalate and take action if service delivery is not meeting expectations
- Manages proper communications protocol, for events such as escalations while ensuring proper root cause analysis is performed
- Be accountable for the quality of service and performance, ensuring future demand from growth and project is understood and factored into capacity plans
- Drive internal and 3rd party service review meetings covering performance, SLA achievements, service improvements, quality and processes
- Create operational guidelines
- Ensure that training services are in place to educate staff
- Continually evaluates opportunities for cost savings and supports Engineering teams in identifying services which might be ready to source
- Participate when required on customer driven projects providing expertise and consulting
- Participate in or lead service improvement and integration projects together with the provider
- Take ownership for own personal development in line with company's strategic direction and business needs.
Requirements
- 5+ years of experience in Service Management (MUST)
- Able to demonstrate the ability to undertake the above responsibilities
- Demonstrable experience of supplier liaison and management, achieving high levels of service levels, within tight cost management guidelines
- An analytical and innovative approach to problem solving
- Working know-how in service management and specifically of the ITIL framework (one or more ITIL V3 Intermediate Certifications)
- z/OS Mainframe technical knowledge
- Excellent customer facing/customer service skills
- Demonstrated customer and service orientation
- Strong verbal, written and interpersonal skills, ability to communicate effectively with technical and non-technical audiences
- Exposure to risk management and analysis techniques
- Experience of self-managing technical projects and/or risk analysis and delivering to specific objectives and firm dates
- Experience with process and technical documentation specification, review and updates
- Brings a positive, service-oriented approach to work
- Comfortable working in a multicultural environment
- Fluent in English, German is a considered a plus
- Our client expects local candidates
Contract Details
- Start: 01. May 2018
- Duration: One year, possibility for an extension
Contact
IT Di-Visions is a peppy and flexible IT placement agency which has a real track record with companies within the financial, telecom, insurance and other interesting companies in Switzerland.
We place IT experts in contracting positions as well as in permanent employment contracts.
For further technical information, please contact Mrs. Nada Jelec,
Please send your complete electronic application to
IT Di-Visions AG
(see below)