发表於: 07/12/2017

职位类别: 长工

行业类别: 资讯科技

 
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ITIL, Manager, Services

Be accountable for the delivery of one or more defined IS Infrastructure Service Offerings for the run part of their lifecycle.

Closely cooperate with consumer facing global service delivery and technology operations teams in order to mutually define the content of the service portfolio in scope of the specified service offering.

2. Cross Tower Infrastructure Services and Solutions

For a defined service offering to business units and Application Management Teams deliver agreed service quality, performance and continuous improvement to ensure end-to-end delivery of global IS service requirements across all towers. Hereby liaise with tower leads to drive and assist with quality assurance and eventually conduct research into infrastructure-related issues. Contribute to proposal evaluations in order to identify potential future problem areas and make the appropriate recommendations.

3. IS Service Operations

Ensure effective interfaces between corporate IS teams which are managed by tower leads and require coordination from a business perspective. Identify potential for improvement from an end-to-end IS Infrastructure service perspective and facilitate optimization initiatives in the relevant parts of Global Services Delivery (GSD) and Global Technology Operations (GTO).

4. Process Disciplines

Ensure Supply Integration Experts adhere to the globally defined process standards for their particular service offering with regards to the SIAM capability disciplines of - Cross Tower Incident Control (reactive) including Major Incident Management, - cross tower problem control (proactive / reactive), - IS Run cross tower change coordination, - Apply IS Run release and deployment management practices to the service offering if applicable to ensure a smooth transfer of service ownership from Infrastructure build or acquisition teams, - Create service improvement plans and coordinate their execution, - Multi Supplier Integration performance management including the analysis of trends compared to baselines, targets, OLAs and benchmarks and - Infrastructure service management incl. a profound understanding of service composition and taxonomy in order to ensure integrated delivery of IS services. Review and analyze existing process effectiveness and efficiency, and then develop strategies and concrete actions for improving or leveraging these processes across the technology towers. Provide qualified feedback about process improvement suggestions which are based on service improvement requirements via the head of SIAM into the IS process and tools department.

5. IS Standards

Proactively suggest process target optimization for supply integration experts and tower personnel; In order to continually seek to improve the services that IS delivers to the business set targets for improvements in service quality and resource utilization. Ensure compliance with IS enterprise architecture standards and any other applicable COMPANY Group Directives and Group Guidelines. Drive a standardized way of working across IS Delivery Centers and between IS GTO Tower Managers.

6. Stakeholder Management

Clarify the goals, commitments, and attainment of infrastructure services to both the providers of information technology and the business. Hereby manage direct relationships with Global IS Tower teams, Global IS End User Services (EUS) Team, Global IS Vendor Managers and GSD. Be profound in interacting with Application teams gaining a deep understanding what application utilizes infrastructure services in what way. Be responsible for management of organizational change to drive IS strategy execution and to ensure service excellence at all times. Ensure collaboration with analysts, designers, and technology tower management during the testing of new solutions and services before go life.

7. HR

Ensure (with SIAM lead and HR support) that the area of responsibility is properly organized, staffed, skilled and directed. Manage the staffing, including recruitment, supervision, scheduling, evaluation, and disciplinary actions. Guide, motivate and develop Supply Integration Experts as direct subordinates within HR policies (including personal performance management, total rewards and career development).

8. Governance

Adhere to process framework and defined governance model. Actively suggest improvement for both on a continual basis. Help implement IT policies and procedures from the CIO office in a consistent manner across technology towers. Where necessary, provide guidance to junior members of the team.

Requirements:

* University degree in the field of computer science, information systems or business administration.
* At least 10 years of experience working in IT solution or service integration.
* Experience working in a team-oriented, collaborative environment.
* Cross Tower relationship management skills:
* Strong understanding of end-user needs and requirements.
* Ability to facilitate between consumer facing Global Service Delivery and Technology oriented Global Towers.
* Excellent understanding of the organization's goals and objectives.
* Ability to communicate ideas and solutions in both technical and user-friendly language.
* Personal Skills
* Strong customer-service orientation
* Proven analytical and problem-solving abilities
* Tolerance for ambiguity
* Stress resistance
* Networked thinking
* Decision making ability
* Excellent written and oral communication skills
* Excellent listening and interpersonal skills
* Highly self-motivated and directed
* Keen attention to detail
* Ability to effectively prioritize and execute tasks
* Proficient in the English language with ability to communicate effectively both verbally and in writing

To submit your application and learn more please follow the link quoting job reference CN130224, or for further information contact Tatiana Lyskova via email Tatiana.lyskova@hudson.com or call at +86 10 6564 1830 for a confidential discussion.
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立即申请: Services Integration Manager - ITIL
参考号码: CN130224

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