Head of Service Management

Vezető Budapest Jelentkezem az állásajánlatra
Megjelenés dátuma: 2019 július 12, péntek Azonosító: 2315

Munkavégzés helye:


  • Support the development and continuous revision of the sourcing strategy
  • Support the definition and implementation of regular sourcing-strategy communications (internal and external) to the business, retained IT and suppliers
  • Support the definition and maintenance of the sourcing governance framework (decision-making processes that impact internal and external resources and services) in line with the sourcing maxims
  • Support the sourcing management organization definition with business stakeholders and align it with the sourcing governance framework
  • Support the delivery team with the identification and formalization of service requirements via SLAs, OLAs and SOWs
  • Define, document, maintain and communicate unambiguous roles and responsibilities for the services and involved internal and external parties
  • Match SOWs and roles and responsibilities with the existing service portfolio and initiate changes based on evolving business requirements
  • Support tool selection to implement service-delivery performance measurements as required by performance management
  • Support tool selection to implement the metrics required by relationship management to evaluate supplier performance and other service-delivery functions
  • Support negotiation team in SOW, SLA and OLA negotiations
  • Support the definition, testing and validation of the total cost of sourcing (TCS) measures per sourcing initiative
  • Manage the implementation of SOWs and roles and responsibilities across the sourcing-management organization and suppliers
  • Monitor, report, analyze and escalate on service alignment (including service levels) with agreed SOWs
  • Capture performance data and interact with demand management and performance management to ensure that services and levels are aligned with business requirements at a tactical level
  • Align service-delivery capacity to business demands, while managing customer satisfaction
  • Deliver a consistent process for incident and problem escalation and resolution


  • Collaborate with relationship management staff to facilitate effective issue resolution with multiple suppliers
  • Ensure execution of sourcing governance, define the process and work on continuous improvement
  • Monitor, report, analyze and escalate on day-to-day operational execution
  • Document the workflow and touchpoints between the various service providers in OLAs
  • Ensure service providers (internal and external) perform to the documented SLAs
  • Develop and maintain service-delivery plans (including budget, processes, tools, staffing and charging mechanism)
  • Design an approach and a plan to manage risks in the sourcing-strategy and service-delivery plans
  • Formalize functional business requirements into service requirements, including business-side ownership of the required change management process to get requirements formalized
  • Initiate changes to the contract (external contract/internal agreement)
  • Support the setup and maintenance of a risk-mitigation plan, including improvement, prevention and repair activities
  • Support the optimization of the TCS per initiative and across sourcing initiatives
  • Support the definition and maintenance of pricing metrics and models to ensure they meet business requirements
  • Communicate to stakeholders the performance of the service provider
  • Responsible for service delivery on projects/systems/issues of medium to high complexity
  • Ensures delivery and continuity of daily operations, support, maintenance and administration
  • Works on moderately complex tasks, projects, activities or support issues that require increased skill in multiple technical, social, and service environments.
  • Coaches and motivate more junior delivery staff to increase service and staff performance, end-user satisfaction, and employee satisfaction


  • Bachelors degree in computer science, information systems, business administration or other related field (or equivalent work experience)
  • Preferred project management training and/or PMP/PRINCE2 certification
  • Key business process knowledge and experience in IT or healthcare service provider
  • Demonstrable and recent experience in service operations/managing an external service provider
  • ITIL (service management) certification must be combined with demonstrable and recent experience in working according to ITIL service management processes
  • Previous service delivery/service management experience
  • Knowledge of IT service processes (ITIL) and best practices
  • Strong communication and reporting skills
  • Proven troubleshooting skills
  • Strong service delivery skills and relationship management skills
  • Experience in driving the right behavior from service providers
  • Ability to manage risk
  • Mature and self-motivated professional able to work in a fast-paced and constantly changing environment
  • Ability to relate the goals of IT service delivery to business goals
  • A focus on customer satisfaction and high-quality service delivery, with strong interpersonal skills and responsiveness
  • Adherence to IT policies and processes to ensure consistent quality of service
  • Capacity to lead by example and develop strong personnel performance goals
  • Ability to drive process improvement to continually improve service and reduce costs
  • Ability to engage with internal and external stakeholders, gain their confidence and persuade them to cooperate with initiatives where required

Jelentkezés LinkedIn profilommal

A jelentkezés leggyorsabb módja, csak pár kattintás

Jelentkezem a LinkedIn profilommal

Jelentkezés erre az állásra

Hasonló állásajánlatok


QA Lead

Munkavégzés helye Budapest

Freelancer Java Solution Architect

Munkavégzés helye Budapest

Digital IT Manager

Munkavégzés helye Budapest

Test Manager

Munkavégzés helye Budapest

Összes ajánlat

Kérdése van?Segítünk! Hívjon minket az alábbi telefonszámon!+36 1 266 24 20

A weboldal használatával hozzájárul a sütik használatához. Részletek...

A süti beállítások ennél a honlapnál engedélyezett a legjobb felhasználói élmény érdekében. Amennyiben a beállítás változtatása nélkül kerül sor a honlap használatára, vagy az "Elfogadás" gombra történik kattintás, azzal a felhasználó elfogadja a sütik használatát.