Beschreibung
Senior Service Management Manager: IPT, IP Telephony, WAN, LAN, IP, Security, Ticket, ITIL v3
Manager required for a long term project in Zurich, Switzerland
Position Summary:
Definition of the team the role will sit in and 2-5 sentences summarizing the key tasks/activities of the position including any specific operational risk or responsibilities
The Network, Telephony and Video team (NTaV) provide infrastructure related services (eg WAN, LAN, Security Services, IP Telephony) for all 57 offices globally.
As part of NTaV, the Product Delivery Team is responsible for the services provided by our outsourcing partners. For service management you are the interface between the partners and service teams, thus, contribute to promote service excellence for the customers.
Monitor and support the services within the scope of the agreement.
The responsibilities include:
Review tickets from internal users and pre-qualify them before they are forwarded to the provider (eg IP filtering on external web-page provider, Citrix web-pages, certificate (SSL) issues, virusscanning, WPAD)
Based on guidelines from Information Security Team approve security related requests (eg web-pages blocked by policy)
Set up the tickets in the provider's service management tool, follow up on status
Process development and optimisation
Baseline existing processes, systems and support structures
Determine process gaps and implement process improvements, where necessary/Drive move to common global network processes
Additional Responsibilities - duties or activities that are not considered essential functions of the position but are responsibilities the position performs.
Following internal audits and Information Security Review, follow-up activities need to be done within the Network, Telephony and Video Team, support the team in implementing the activities and track the status
Strong network provider background in service management roles
Strong analytical skills
Proven problem solving skills with a solutions oriented mindset
Strong verbal, written and interpersonal skills
Relevant professional experience- experience in customer/client facing roles
Comfortable working in a multicultural environment, working daily with multiple remote sites
Assessing and prioritizing multiple tasks, projects, and demands
Effectively using organizational and planning skills, with attention to detail and follow thru
Skills
Must be able to report to work within a global team.
Detail and multi-task oriented.
Must be able to work with minimal supervision
Experience with process and technical documentation specification, review and updates
ITIL v3 knowledge and understanding of structure