IT Operation Manager

Dusseldorf  ‐ Onsite
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Description

For our client we are looking for two-three global Operation Managers

Start: January 2020
Duration: initially 3 months (long-term focus extension up to 6 months next)
Location: UK / Düsseldorf (other locations possible like New Zealand or Australia)
Volume : Fulltime
Remote: After on-boarding in Düsseldorf possible
Project language: English

Role Purpose
Key accountability: deliver an SLA compliant and cost efficient service by sustaining and continuously enhancing the specific service agreement.
The service owner / Service Manager is responsible to assure proper quality and optimization.

- Leading Major Incident Resolution / Crisis driving fast service restoration.
- Perform weekly review on Incident, changes, problem management
- Perform Recurring Service analysis and provide guidelines for enhancements (capacity, configuration,
monitoring)
- Delivering weekly / monthly operational report
- 3rd Level support leader
- Check on smooth operation of service desks
- Keep high level view

Deliverables
- Effective Incident / Change / Problem Reports in line with organization templates
- Root Cause Analysis report for major incidents.
- Service Calendar (Maintenance / notification of planned changes)
- Operational Dashboard (executive summary of performance across the month)
- Executive summary and presentation for management decisions

Required Skills:
- Strong experience in Operation Management
- Strong background in Service Management
- At least ITIL foundation background
- Have experience in crisis management, ability to drive investigation across multiple teams in complex architecture / organization.
- Ability to assimilate information, take decisions and communicate to stakeholders
- Influencer capacity - Ability to make the difference - Capacity to Listen / understand / simplify messages / act as bridge between IT stakeholders.
- Extensive Major Incident Management or Crisis management exp. 4 years +
- Strong knowledge and experience of IT Service Operations 4 years +
- Strong stakeholder management (internal / external) and communication skills
- Broad IT Background (i.e. network, application, cloud ..)
- SPOC towards local markets
- Proven ability to manage high performing offshore team to deliver through others
- Good knowledge of Operation Systems and networks fundamentals.
- Experience with ServiceNow
- Willingness to work on weekend on call (rotating )
- Pro-active work attitude
- Experience working in global teams
- 24 / 7 support

Michael Bailey International is acting as an Employment Business in relation to this vacancy.
Start date
01/2020
Duration
3 months
From
Michael Bailey Associates
Published at
07.01.2020
Project ID:
1869851
Contract type
Freelance
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