Description
The IT Service Manager supports the delivery responsible in the customer relationships towards the Business and/or other units by translating demands into individual service deliveries (SLAs) and assures that all IT Service Management processes, Service Level Agreements (SLAs) and related underpinning agreements are in line with the agreed service level targets. The IT Service Manager sets up and monitors delivery agreements, prepares cost estimations and secures that delivery agreements are aligned with VIT service offers and criteria. The IT Service Manager also supports the delivery responsible in identifying deficiencies and suggests improvements in the service delivery.
KEY RESULT AREAS:
Business Relationship Management:
Information support in Business dialogue regarding IT Services & IT Portfolio by presenting service offers towards business
Translates service performance demands into service level definitions regarding scope, criteria, volume and cost
Deep knowledge in all customer supporting processes such as Business Relationship Management, Service Level Management, Financial Management
Support in reporting of KPIs to the Business units
Service Level Management:
Support in the translation of IT Demands into IT Services
Support the IT Service Lifecycle, either on Strategic/Tactical level or operational level for day-to-day service delivery aspects.
Agreement management (SLAs) (new, changed, closed)
Non-standard request handling (unique deliveries)
Coordinate service improvement activities
Secures delivery performance and capacity according to service definitions
Seeks to secure a cross-region harmonized delivery
Supports operational supplier management
Financial Management:
Support the delivery responsible in the Business Planning process and have good understanding of the cost structure of services, especially the Business Application service
Support the delivery responsible with Service budget and related structures for cost build-up for the services
Issue Management:
Handle issues, service related complaints etc. in order to secure service delivery satisfaction
Handle service delivery feedback and escalations
Experience:
-Extensive experience as a IT Service Manager at large/corporate environments
-ITILv3 certification required
-Minimum of 3 years ITIL service management experience