Description
Our client, in the financial industry, is currently seeking for a IT Service Manager in Zurich.Duties
·Support IT-Key-Account Manager in negotiating Service-Levels and maintaining the IT-Service-Catalogue
·Define and maintain Service terms, definition, rules and design-guide, templates
·Support KAM in defining KPI's for Service-Level Reporting
·Monitor service performance against SLA and produce service report
·Assure sound, complete and reliable service information within the IT-Service Catalogue
·Define and maintain KPI repository and Service-Quality dimensions
·Provide overview of Service-Quality and maturity (throughout the whole organization).
·Conduct Service Reviews and instigate improvements within overall Service-Improvement-Plan (SIP)
·Provide criterias for assessing and improving the services of our sourcing partners
·Provide service information for IT-Marketing (eg yearly report of issues and achievements)
·Plan and conduct Benchmarks and Customer-Surveys.
Required Skills
·Profound experience in documentation of Service-levels and maintaining a IT-Service Catalogue (within financial sector)
·A plus: Experience in definition of crossboarder Service-Level Agreements (within financial sector)
·Very good and broad understanding of IT-Operation-Processes (ITIL) and Quality management
·Ability to improve Service Governance, process design and objects measuring (KPI modelling)
·Very good German and English knowledge
·ITIL Foundation v3, ITIL Service Operation v3, ITIL Service Design v3
Interested?
If you think that you are the ideal candidate for this position please send a copy of your CV as a Word Document and a daytime contact telephone number.
Please note that applicants must be eligible to qualify for a work permit in the specified location.