Deze vacature is vervuld!
ITNL-Detachering - Senior Service Management Manager
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Functie Senior Service Management Manager Locatie Regio A'dam Periode 7 maanden met optie tot verlenging -
Voor onze eindklant zijn wij op zoek naar een :
Senior Service Management Manager
Start:asap na gunningInzet: 40 uur per week, zowel op locatie als remoteLocatie: Regio AmsterdamDuur: Eind september 2022 met mogelijke optie tot verlengingIs Travel Required in this Role? Yes : <30%Beheersing van de Engelse taal in woord en geschrift is een harde eis!
Role SummaryThe Senior Manager - Service Management, provides leadership and oversight to the service management practices that governs service provisioning, service support and business relationships.
This role will primarily be responsible for ensuring that the service management practices that provide consistent interfaces between customers and service providers specifically in the areas of Business Continuity, Availability Management, Security Compliance, Organizational Change Management, Measurement and Reporting are adopted and managed across the enterprise.
With respect to these areas, the role plays a significant part in aligning business requirements, operational expectations and reporting on service quality metrics. This encompasses planning, implementation and ongoing efficiency in relationship management to identify and meet the needs of our customers. Identification and realization of automation/cost containment opportunities through analysis of steady-state activities.
This role will provide leadership to ensure effective performance management, succession planning, and development of the team. The Chapter Lead must build strong relationships with business stakeholders in the EMA region as well as with our vendor support teams.Technical Skills & Qualifications
Technical skills required to perform this role:• Understanding of information security management and up to date credentials such as CISSP and CISM• Knowledge of information security standards (i.e. ISO 27001/27017, SOC2)• Design new or improves existing service management processes through industry best practices as defined in ITIL.• Coordinate process reviews utilizing independent parties to create a plan which simplifies and improves process• Assessment, design and implementation of service management processes• Lead the documentation, development and continuous improvement on service management processes• Recognize training and development needs in relation to business needs and goals.• Works with services providers, customers and all stakeholders to ensure they understand the IT Service Management processes• Provide formal and informal coaching and feedback on individual performance, including assessment of performance, documentation and achievement of personal development plans.• Analysis of reporting on metrics to identify inefficient processes and devise an improvement plan.• Excellent communication skills in English, verbally and written to all levels of the organization. Confidence in dealing with staff, managers and partners across the firm.• Demonstrated commitment to continuous improvement, putting required measurements and management architectures in place to achieve improvement goals.• Ability to interact professionally under pressure with a wide range of customers ranging from end-users and IT staff to management and external service providers.• Get the job done mentality even if it requires putting in time outside office hours.• Team player who values honesty and transparency, credits others and is willing to share success.Description of level of Qualifications:• Master’s degree from an accredited university in Business Management, Technology Management, Computer Science, Information Systems, Information Management or related field or acquired academic level by working experience or relevant industry renowned certifications.• Knowledge in industry standards, related to areas defined in: ITIL, Lean Six Sigma, COBIT, ISO 20000, DevOps is a must• ITIL Expert or Master certification is a plus• Agile/Scrum certification is a plus.• Previous team management experience in a global environment is considered a plus.• Project management certification or equivalent experience• Affinity with frameworks, change and organizational sensitivity.Experience & Knowledge :• 8+ years of hands-on and leadership experience of working in a multi-cultural and multi-vendorenvironment in a multi-discipline team in multiple country locations with sound knowledge in building effective working relationships with Business and IT Leaders at the Global, Regional and National Level.• 5+ years professional experience in operational IT processes design and improvement (e.g. ITIL, Six Sigma, CobIT).• Experience in Security Compliance is a must• Experience in Service Continuity Management, Availability Management is a plus• Excellent communication skills in English, verbally and in writing to all levels of the organization. Confidence in dealing with staff, managers and partners across the firm.• Strong business stakeholder management;• Strong understanding of technology architecture in an enterprise environment and a proven track record of end to end service design.• Experienced in managing third parties• Experienced in working in a matrix management structured organization;• Excellent organizational and planning ability• Experience managing resources in a fast-moving environment and on projects with evolving requirements and accelerated timelines;• Strong data, metrics, and analysis skills.Key Accountabilities- Owns IT Service Management (ITSM) practices and ensure ongoing improvements and implementation- Accountable for the Platform security operational framework ensuring implementation, management, adoption and ongoing improvement- Training, coaching and mentoring of teams in Service Management processes and practices. Working with team leaders to close gaps between teams and work towards greater levels of customer service and satisfaction.- Management of third parties and service delivery managers for the operational delivery of day to day Service Management services- Responsible for managing a proactive working relationship with senior stakeholders and executives. Building and maintaining relationships with business stakeholders in the EMA region, Business Functions and all ITS Global teams to ensure ongoing high-quality customer experience of Operations services- Act as an escalation point for IT Service Management practices, providing 24/7 support in an on-call rotation modelReageren• Bij interesse ontvangen wij graag een up-to-date CV in het Engels.• Naast CV ook gerichte motivatie in het Engels.• Vermeld ook te hanteren all-in uurtarief excl. btw. en beschikbaarheid.• Wij gaat ervan uit dat op het moment van aanbieden u nog geen andere concrete intakes elders heeft gepland. Mocht dit wel het geval zijn, dan dit duidelijk melden bij de aanbieding.• Vertrouwelijkheid gegevens: Alle verstrekte gegevens worden enkel voor deze aanvraag gebruikt.• VOG aanleveren na gunning maakt onderdeel uit van de procedure.
