Application Service Manager - Sharepoint, CRM, Web, Intranet, mobile s

Vertragsart:
Vor Ort
Start:
asap
Dauer:
longterm
Von:
Adecco IT
Ort:
Basel-Stadt
Eingestellt:
06.03.2014
Land:
flag_no Schweiz
Projekt-ID:
675228

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Application Service Manager - Sharepoint, CRM, Web, Intranet, mobile solutions

Accountabilities

  • 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 using Sustain Model

 

Knowledge & Capabilities

  • 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