Description
Service Manager: UNIX/Linux, ITIL, SLAs, Process Management
My client, a world renowned global organisation based in Prague is seeking a Service Manager with a strong technical knowledge of Unix/Linux systems.
Key requirements:
* Ensures that the internally and externally sourced IT services for all GIS Managed Unix/Linux Systems are aligned with business needs and are delivered in accordance with customer Service Level Agreements to the client's IT Standards and in line with industry best practice.
* Global Service Line responsibilities includes a majority of the important systems including Financial Control Systems (eg SAP), Customer Relationship Management (CRM) Systems (eg Siebel), Warehouse Management Systems (eg Werrum), HR, etc.
* Responsible for service level management & process improvements, demand & capacity management, configuration-, change-, incident- & problem management, supplier & contract management, benchmarking, etc.
* Responsible for the implementation of service life cycle management which includes service & technology life cycle management, architecture and innovation in close co-operation with Architecture & Service Lifecycle Management within Global IT Infrastructure Services (GIS).
* Responsible to provide support to the Global Service Line Manager across Unix Hosting functional areas. Manage Tier 4 Engineering Team
* Establishes Processes/Procedures/troubleshooting Guides
* Establishes Qualification Standards/Templates for provision of services
* Manage and monitor effectiveness/oversight of Tier 1-4 Services
* Manage and resolve any and all issues escalated by Tier 1-4 Services
* Interface with engineering support for Business Application IT Owners
* Manage and monitor Performance and Configuration Management
* Serve as a mentor and role model. Maintain the highest standards of professional conduct and behavior in dealing with staff, colleagues, customers and outside contacts.
* Collaborate with IT and business managers to leverage opportunities of job enrichment and development opportunities for staff.