Description
We are looking for an experienced IT Service Manager to work on-site with our global client who is setting-up an innovative software defined network infrastructure with one of the main industry leaders. The Service Manager will be required to manage all internal stakeholders and requirements and work with the vendor to deliver an operating model and service operating procedures. As part of the project delivery all the operating procedures will need to defined and implemented to allow for a smooth transition to BAU. The solution is based on Cisco ACI and will interconnect three data centers offering E2E connectivity for thousands of customers.Key Responsibilities
In this role, you will work very closely with a number of teams, and report into the Service Owner to deliver the solution operating model. Your key responsibilities will be:
Review all vendor operating procedures
Gather all requirements from the Operational teams
Identify interfaces for all procedures of Managed Service
Agree and if required define the procedures required to operate the service by mapping (and integrating) the vendor procedures with the procedures of the client
Setup the product Support Model
Agree on the required KPIs to be reported and setup the required reporting
Desired Skills and Experience
Mandatory
Familiar with Service Level Management (SLM) processes and KPI definition
Strong communication (both verbal and written) incumbent must be able to exchange information with technical and non-technical individuals in a clear and concise manner
5+ years ITSM experience and ideally ITIL certified
Desired
Experience working on cloud systems
Experience working with managed services