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