Description
ITSM support manager
Next Ventures are currently executing a search for an experienced Senior Support Manager for a largest Ecommerce transformation programme!
Work as Support Manager for Critical E-com sales IRW, Mobile apps IRW, Payments and E-com order flow for NWP.
The Support Manager is responsible for the support for a Service Area; that means collecting support needs, write agreements and secure that IT delivers accordingly. The main responsibility of the Support Manager is to have an overview of the current support status and proactively work to decrease the incident volume and shorten the incident solving time. The Support Manager always has End User Satisfaction and End User Productivity in focus.
The main tasks in the assignment will be/a day at work will look like:
Responsible for the delivery of the agreed support for the Service Area.
Responsible to follow up on performance on all Support Providers (Application mgmt, Infrastructure mgmt, End-user support).
Responsible for Support improvement activities, in cooperation with Incident and Problem manager.
Responsible for knowledge improvements on Support in the Service Area.
Responsible for the weekly Support meetings.
Responsible to provide long term planning to secure and improve the future support for the Service Area.
Responsible for the support cost of own Service Area.
Acts as the final approver of the Support handover to End User Support from Projects.
Responsible to write and sign the Support OLA for the Services within the Service Area.
Responsible, together with the Service Manager/Service Owner, to define the demands on Support in the OLAs for the Service Area.
Requirements:
- Knowledge about the IT Organisation, strategy, processes and working methods.
- Knowledge about the IT landscape and infrastructure.
- Understanding of the End User Needs
- Knowledge about how to use IT Tools General/Service Management tools
- Understanding of Contract/Procurement Management
- Knowledge about Service Management and Project Management.
- Knowledge about long and short term planning
- Knowledge about the IT Delivery budget process and service cost follow up.
Experience in:
Supporting web platforms and understanding payment flows for customers on the web. ITIL knowledge. Service Level Management knowledge would be great.
Other:
High drive, able to speak to different stakeholders both internal and external. Humbleness is a must since the person needs to handle a lot of different stakeholders.
Following competences must be fulfilled:
Service Level Management - Level Senior
Following competences are desirable:
ITIL knowledge
Project start date:
ASAP
Project end date:
with option to extend
Total Hours: 520
The primary working site(s) will be: Helsingborg
There is no expectation of overtime or on-call work
There is some possibility for remote/off-site work.
There is some travel required outside the primary working site(s).