Description
Requirements:
- Manages issue resolution and critical operational issues originating from a business and designated
- solutions.
- Ensures that all supporting components of the service, including any associated SLAs, OLAs and
- Maintains a Regional Scorecard for IT showing service delivery KPIs for their region across all services and uses it to identify potential issues, risks and opportunities for improvement.
- Works with Ecosystem Service Delivery Managers directly to resolve escalations related to service
- delivery and manage communications within the Region.
- Provide a Regional view of Continuous Improvement plans across all services.
- Works with Ecosystem Service Delivery Managers to coordinate planning of changes to service KPI or delivery processes within their geographic area of accountability.
- Provides a view on vendor performance within their region across all services, identifying issues and proposing improvements.
- Participates in follow the Sun support on priority one issues.
- Team management of Local IT Specialists in line with leadership commitments and values.
Key Skills/Experience:
- Track record of managing largely outsourced IT Operations in global organizations.
- 8 -10 years of experience in Service Management of a global or regional service portfolio in similar areas as above, across geographies and business areas.
- Extensive experience and excellent professional skills in the area of Service.
- Understanding of relevant service models (ITIL/Cobit).
- High proficiency of English and German languages are required, other languages are a plus.
- Some international travel required.