Head of Service Management

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

Munkakör:
Vezető
Szakirány:
-
Munkavégzés helye:
Budapest

Responsibilities

  • 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

Elvárások

  • 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

Requirements

  • 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

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