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Service Manager for Hardware

Descrição da posição

The Service Manager for Hardware as a Service (HaaS) has the responsibility for operational excellence for Hardware at our client, ensuring services meet the business need and are delivered in accordance with agreed business requirements, and managing the service lifecycle – often in conjunction with a Service Team.

Ensure ITIL processes (e.g. Change Mgmt., Problem Mgmt., Demand Mgmt., etc.) within a specific area of responsibility on a day-to-day basis. I.e., per service element, service group, or for a specific region. Make certain the implementation of services is aligned with the agreed contracts in accordance to the agreed volumes and standards and assure that contractual obligations are met. Contribute and drives Continuous Service Improvement and Service Transitions, as well as act as service related infrastructure expert wherever required.

Tasks and responsibilities

Performs a broad range of service management operations in a professional and very experienced way, using modern analysis algorithm and tools (including service element management, service catalog maintenance, service management framework application and possible escalations) to ensure that the Computer as a Service services are available to the business

Identify IT service or solution related business goals, objectives, and requirements of the business environment.
Implement process standards and policies and be responsible for their consistent execution.
Oversee IT services or solution related performance and delivery indicators.
May optimize IT service management frameworks for multi-vendor environments.
Contribute and support planning, budgeting, design, and alignment of service management processes and IT solutions landscapes. Advise the accountable business management of the unit, in all IT Service & Solution Management related issues.
Support customization and the specification of service elements throughout the entire service lifecycle.
Coordinate SLA/OLA creation, reviews, and updates.
Identify and publish service metrics.
Contributes to the maintenance of all service catalog items and the provisioning of an integrated catalog of infrastructure services. Implement programs and procedures for safeguarding data/information security and safety.
Perform daily analysis for continuous service improvement of the Hardware at Siemens service.
Identify Problem management candidates and perform the necessary activities to contribute to Operational excellence.
May coordinate relevant unit and integration tests, and communicate with vendors and service providers.
Manages complex infrastructure solution/service installations or updates.
Support or manages change-release processes and implementation of IT security guidelines.
Identifies IT service or solution problems and seeks resolutions without impact to end user.
May perform 2nd-level user help desk activities, individual coaching and trainings.
May contribute to issue management through escalation processes
May contribute to the implementation of knowledge management standards by gathering, analyzing, sorting, and sharing relevant information.
Stay abreast of developments in industry regarding IT Technology & Services as well as Solution Management

Requirements

Bachelor’s Degree in Computer Science, Information Technology or related fields
At least 3 to 4 years of proven working experience as a Service manager in the information technology sector (experience in workplace management is a plus)
Latest ITIL Training / Certification
Working knowledge and Experience in Service Management.
Knowledge in IT Infrastructure and Applications, specially Hardware device management
Strong presentation and communication skills
Excellent problem solving and critical thinking skills
Ability to demonstrate commitment to develop, drive, and manage services in a fast paced environment.
Excellent written and verbal communications skills, having a medium-high English Language Domain/Fluency (Speaking, Reading & Writing), solid ability to present complex issues to multi-level audiences of Stakeholders.
Lean / Agile certification is a plus

Soft Skills (Communication and Relationship management):

Team player and enjoy working in an international and cross-functional team
Initiative and orientation on quality
Customer focus
Capacity for teamwork and networking skills
Reliability
Organizational skills
Ability to build long-term relationships with internal colleagues and external providers
Ability to work independently and take decisions where necessary
Advanced English language (mandatory)

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