Beschreibung
Advertisement Application Service Manager_Sharepoint_Web_CRM_Salesforce.com_Microsoft IIS_ITIL
Tasks :
- Accountable for end-to-end service delivery and compliance following the service framework
- Ensures that the Service Catalog/myServices is up to date and managed to client needs
- Owns regular service performance reporting on KPIs and SLAs/OLAs
- Performs service review meetings with relevant stakeholders (internal and external)
- Performs escalation management
- Input to budged preparation and review
- Monitors and manages risks and financial aspects of services and processes, driving cost efficiency
- Provides proactive service performance communication to clients, stakeholders and support team
- Set and manage client and customer expectations and ensure a 2 way feedback mechanism
- Ensure accurate records of discussions or correspondence with clients
- Responsible for developing feedback or complaints procedures for client to use
- Focus on E2E services and drive continues improvement
Requirements:
- Good understanding of Sharepoint technology as a WEB hosting and WEB based application development platform
- Good understanding of Mobile application hosting and development platform
- Good understanding of WEB and mobile content management
- Good understanding of CRM platforms like Pivotal, SAP CRM and SalesForce.COM
- Good understanding of Microsoft IIS
- Good understanding of service framework and delivery, preferably process disciplines like ITIL
- In-depth understanding of related/dependent services and impacts, working as a team of application service managers to resolve and improve service delivery (end-to-end)
- 5-7 years of professional IT experience
- Computer science, engineering or technical related degree
- End to End Service Level Management experience
- ITIL V3 experience (certification desirable)
- Microsoft Sharepoint, Microsoft IIS, Mobile solution, CRM solutions, Salesforce.com
- Most actual WEB and Mobile applications design principles and best practices
- Fluent in English, German and French is an advantage, other languages appreciated as well
- Identifies projects, resources and responsibilities to accomplish plans and clearly communicates these to others involved
- Manages key stakeholder relationships. Understands the organizational dynamics and is politically astute. Identifies and responds to current and future stakeholder needs
- Contributes to the financial and contract negotiations with an external supplier for key services for significant projects
- Manages and contributes to all aspects of cost planning, reporting and controlling, including taking corrective actions for significant projects