Beschreibung
For a six month project (with continuation option) at our client site in Zurich we are looking for aProject Manager IT Service Quality (1500)
Role overview:
Lead and manage the IT Service Quality Team in Hosting Services. This strategically important role drives the systematic implementation and management of service improvements and thus increases production stability and enables high quality and cost effective customer services. In this function you are a member of the Hosting Services management team and reporting directly to the resort director.
Key deliverables:
Drive the maturity of IT Service Quality based on the existing IT Service Strategy. Further developing the divisional strategy by aligning with current global initiatives and adapting and applying best practice frameworks to the divisional needs. Define Service metrics, benchmarks and KPI’s that will steer the organization to achieve its goals.
Establish a Service Quality framework that collects, measures and analyses quality related service management data. Liaise and coordinate strongly with other service stakeholders such as Service Owners, Service & Product Managers, Process Owners etc. Obtain a clear overview of the Service Portfolio, understanding the quality impacts induced by new, current and out-phased services.
Audit existing services and related enablers as a source for identifying potential improvements. Implement, drive and track quality initiatives within the division and collaborate in cross-divisional service quality initiatives and taskforces
We expect you to be passionate about IT Service Quality Management and to be a strong and eager advocate of a continual improvement culture and behavior.
Skills:
University degree or MBA
IT Service Management or IT Governance certification (ITIL, COBIT, CISA)
Formal qualification in Quality or Process Management is an asset (SAQ, CAS SGO, ISO etc.)
Certification in ITIL v3, if possible in Service Transition
Hands- on experience with ITIL v3
Experience in managing IT infrastructures
Fluent in English and German (spoken and written)