Service Quality Manager

Vertragsart:
Vor Ort
Start:
ASAP
Dauer:
6 month +
Von:
BRINE SA
Ort:
Zürich
Eingestellt:
28.09.2013
Land:
flag_no Schweiz
Projekt-ID:
604852

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BRINE SA places the customer needs firmly in the centre and offers a speedy and professional solution. We carefully select suitable consultants and IT-specialists on the basis of their qualification. We pay particular attention to their education, business and technical knowledge, professional experience, individual character and not least, personal preferences

Service Quality Manager:

Role overview:
Lead and manage the IT Service Quality Team in Hosting Services. This strategically important role drives the systematic implementation and management of Continual Service Improvements (CSI) 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 (SQ) 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 Continuous Service Improvement (CSI) goals. Ensure that SQ Strategy meets and supports IT Governance & Service Continuity policies.

- 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. Define and propose Improvement Initiatives that will enable more effective and efficient service delivery.

- 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.

- Lead project teams and a cross-sectional Service Quality Team (dotted line reports), directing and supporting the growth of competence and skills in the relevant fields of expertise. Build and shape the team to act as expert advisors for SQ related issues and as ambassadors to establish and promote a service quality mindset and awareness throughout the organization.

- 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.)
- At least 5-8 years of work experience in IT Quality, Process or Service Management,
operational excellence, efficiency initiatives, transition programs, IT Governance etc.
- Experience in line management or leading project teams in a complex IT environment.
- Strong conceptual, analytical and strategic abilities with solid implementation skills
- Excellent interpersonal skills and ability to work and communicate effectively with senior
management and other stakeholders
- Good business know how within the financial industry is an asset
- Fluent in English and German (spoken and written)

Die folgenden Anforderungen sind ein Muss:

- Zertifizierung in ITIL v3, wenn möglich im Bereich Service Transition

- Praxiserfahrung mit ITIL v3

- Erfahrung im Management von IT Infrastruktur

- Erfahrung im People Management

- Sprachen: Englisch und Deutsch

- Arbeitet selbstständig und zeigt Initiative

- Erfahrung in grossen Firmen

Arbeitsort ist Zürich.

Dauer: so rasch wie möglich für 6 Monate.