YOUR MISSION : As a Global Service Owner for distributed managed OS, your main objective is to : Protect all Service oriented non technical processes for end to end IT Product Management. Your responsibilities include : Manage all non technical service oriented processes being part within a formal ITIL Enterprise Foundation framework ( ITSM ) Focus on QoS, Process Evolution, Design and operations for distributed managed OS Product Teams Act as Governance, escalation and coordinating Instance to reduce MTTR, MTTA, MTTF, MTBF scenarios. Manage operational support service provider partners to ensure high level of quality and high class service alignment. Oversee all kind of relevant KPIs, SLAs, OLAs for the Product Team and establish a pro-active communication and sharing environment to further optimize and support new upcoming trends like AI-Ops, shift left activities, pro-active Incident avoidance and automation capabilities for operational business YOUR PROFILE We are looking for someone with the following experience and skills: Senior and Advanced experience in managing ITIL / Prosci related Enterprise Environments ( like for example ADKAR within the Change Management area ) Good understanding about state of the art Enterprise IT environments especially within the area of Managed OS and managed Databases ( distributed Server Environment ( Linux, Windows, Oracle, SQL ) Good Knowledge about actual but also legacy Operating Systems and Databases Deep level understanding about QoS frameworks and how to manage and optimize QoS concepts ITIL V3 / V4 Service delivery process advanced knowledge is a mandatory requirement Specific experience in IT Service base ITSM Process structure like IPC ( Incident, Problem, Change ) A big interest in future oriented Cloud Solutions and Platforms like Amazon AWS and Microsoft Azure or Private Datacenter hosted technologies Leadership and organizational skills with the ability to provide service oriented guidance and mentoring to surrounding keyplayers Autonomous, teamwork spirit and self-organized working, respectful of the process Some interest in future oriented AI-Ops solutions to optimize operational support and business line Be open minded, strong in communications and stakeholder management Love to work in multicultural environments distributed all over the world Upper Intermediate level of written and spoken English is mandatory Customer centric and result oriented Influencing skills and ability to analyse processes and trends to highlight weaknesses to drive results from processes and individuals Base understanding and or advanced experience within Power-BI development Executive level communication and presentations including ability to deal with sensitive client issues. Strong team building attitude and behaviour ( manage relationships ) Act fully autonomous and pro-active in driving complex situation and scenarios