Description
Proteus Europe is searching for a Service manager available to work for a long term contract in the NetherlandsOur Client :-
Are a globally respected consultancy company who operate at the highest levels of service and successful delivery. They have a track record for delivering projects on time with customer satisfaction as their first priority. They set high standards and as such working with them also reflects on your high standards of service and programming ability.
Your New role :-
PURPOSE OF THE ROLE
The Service manager (SM) is the owner of the service(s) assigned to him/her. The Service Manager is the liaison between the (customer facing) Demand manager and suppliers. The Service Manager translates the customer feedback (existing services) and wishes and requirements (new services) into requirements for service provider(s).
Once the service is operational the Service Manager is always up-to-date concerning the performance of the service and the service provider(s). In case of structural (potential) non-performance the SM does not jump in and fixes it himself, but makes sure that the responsible provider(s) take action. The SM is not actively, hands-on, involved in solving individual incidents or planning individual changes, those are service provider tasks.
COMPLEXITY OF THE ROLE
- Many stakeholders both internal and external;
- Changing environment (Merger and Acquisitions, New Services, change Service provider, new IT Integrated Services Management model);
- Customer satisfaction versus global standards;
- Multi-cultural and international organization;
- Alignment with other areas (globalization);
- Influencing without hierarchical authority;
- Continuous alignment with global services;
- Planning of activities: longer term activities versus ad-hoc (escalations).
KEY AREAS OF RESPONSIBILITIES
- Owner of the service catalogue and service portfolio
- Build and maintain business relationships with customers, vendors and service provider. Manage business escalations, surveys, demand management cycles and complaints and close the loop.
- Act as single point of contact, or on behalf of another Service Manager in case of business escalations, service outages to support the service back to operations
- Responsible for initially creating the business case and managing the approved business case (monitoring and managing costs, initiating mitigating measures)
- Accountable for service management processes and service provisioning, advising the service provider (responsible for service integration).
- Accountable for the communication and knowledge management towards the customers.
Lifecycle management of the service:
- Defining service requirements (functional and non-functional)
- (in co-operation with Procurement) purchasing new services from external supplier(s)
- Ensuring that the proper support structure is in place prior to going live with new/changed services
- Decommissioning (and archiving) obsolete / end-of-life services
Managing service performance
- Verifying supplier reports (tactical level)
- Verifying supplier invoices (tactical level)
- Note: administrative verification (e.g. is the number of users reported correct, is the number of changes charged correct) is considered verification at operational level and therefore not in scope.
- Reporting service performance (including explanations for anomalies), define metrics, analyze and identify actions to improve the service performance and availability
- Identifying and implementing (in co-operation with supplier(s)) service improvements to improve the maturity of the service.
Your Skills and experience :-
Essential Skills :-
PROFILE
- Bachelors degree;
- Minimum of 4 to 6 years of managing internal and external IT service providers, both at operational and at tactical level.
- Knowledge of and experience with service management, life cycle management and service catalogue;
- Knowledge of and experience with IT infrastructure development and operations;
- Knowledge of and experience service management methods, frameworks (ITIL certification) and ITSM Tooling.
- Knowledge of / familiar with high tech and its business processes
COMPETENCIES
- Result oriented: transfers goals and objectives into results, is capable of realizing targets efficiently and effectively.
- Learning ability: anticipates (potential) future demands and wishes, has the capability and motivation for advanced professional and personal development.
- Persuasiveness: is able to influence other people by using a mix of persuasive power, personal preponderance and subtle tact and diplomacy.
- Ability to form judgements: is able to assess data and (potential) situations based on logical, context sensitive criteria.
- Communicative skills: able to express ideas effectively in individual and group situations (including non-verbal communication); adjusting language or terminology to the characteristics and needs of the audience, and the ability to listen effectively to others and give constructive feedback to others
Proteus Europe operates in partnership with our candidates by building strong and lasting
relationships at all levels.
If you apply for this role, we will:
- Contact you within one week to discuss your current situation and suitability for this role.
- Keep searching for other suitable positions should this role not be right for you.
- Keep you informed at every stage of the recruitment process.
- Actively follow up with our client on your behalf to gain useful feedback throughout the
process.
If you are looking for a new role, but this role isn't quite right for you, please contact us in
confidence for a discussion about how we can help you.