Description
Tasks• Responsible for the ongoing IT operation based on the contracted IT Services, in particular the adherence to Service Level Agreements (SLAs) including the associated required reports
• Control and monitor the ITIL processes required for operations, especially incident and problem management, change management, service request management, and continuous service improvement
• Personnel and leadership responsibility / development of the operations team
• Cost and Resource Management / Personnel Resource Planning
• Responsible contact person for the customer in all matters of IT operations
• Ensuring high customer satisfaction with regard to the IT services to be provided
Skills
• University degree in IT / Business Administration or comparable areas
• Several years of experience in outsourcing, IT service and service delivery management with focus on end user services
• Very high customer orientation, secure behaviour at management level; negotiable
• Experience and implementation in international, complex and multi-dimensional organizations
• Entrepreneurial thinking, strong personal initiative and motivation
• High conceptual and analytical skills as well as quick comprehension
• Strong leadership and management experience
• Experience in working with employees and external partners in an international environment
• Very good English spoken and written