Service Manager IT (m/f/d)

Leistungsbeschreibung

The role of IT Service Manager will be responsible for the Global Network Functions that enables the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This includes the coordination of contracted ESPs (External Service Provider) in order to ensure high quality within the services provided.

This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the Network team to achieve those expectations to a high standard. This position is part of an international team of Service Managers in EMEA, America and APAC covering Network services.

In this role you will work in partnership with Network Service Operations, Incident/Problem Management, other IT Delivery groups and vendors to deliver a service aspiring for operational excellence. You will work to continually improve Network services delivery and vital processes in conjunction with the Network Functional leadership team. You will be responsible for the on-boarding of new business entities into the Global Network Operations Support Model.

Anforderungen

Responsibilities:

• Coordinate the transition of service changes, extensions as well as on boarding new products and services
• Manage and maintain all relevant Controls, Security Processes, and Vulnerability management for the responsible services.
• Maintenance and Update of Key Performance Indicators including submission as part of corporate and departmental performance reporting.
• Financial Forecasting and Planning submissions. Collation and presentation of financial submissions as part of the Annual Budget Cycle including identification and reporting of risks.
• Reporting and tracking of open Audit and Compliance finding’s to ensure timely remediation and reporting
• Consistent monitoring and analysis of the service in your responsibility and identification of potential for service optimization
• Work closely with internal business partners and stakeholders to drive adoption and implementation of global standards, processes and programs.
• Ensure Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) are in place with both external and internal teams.
• Make sure that service asset and configuration items are properly controlled, and that accurate and reliable information about these assets is available when needed, inventory gathering and management.
• Act as custodian of the strategic relationship with third party by ensuring strong governance and working with key SME's to ensure compliance against relevant internal standards and policies.

Experience criteria:

• Strong written and Verbal English skills.
• Has had previous involvement in one of the stages in life cycle management or in a service management support activity.
• Demonstrates meticulous attention to detail, strong organisational skills, self-starter aptitude and is an effective communicator.
• Experience with budget management.
• Experience of working independently and with teams to drive forward projects using your own initiative.
• Has a good knowledge and understanding of IT concepts and architectures, coupled with some knowledge of problem management and the principles and processes of implementing and delivering IT services.
• Shows aptitude for handling and managing problems arising from incidents in the operation of information systems.
• Has the ability to make appropriate technical decisions, initiating action to resolve operational problems.
• The individual must have the ability to communicate effectively across multiple technical and non-technical business units, as well as across other geographies.
• Strong analytical and research skills including critical thinking, organisational and problem-solving skills
• Proven track record of effectively interacting with senior management.

Competencies:

• Dealing with Ambiguity
• Strong Communication Skills
• Strong Vendor Management Skills

Über den Auftraggeber

Position:

Service Manager IT - Global Networks

Start: 01.08.2025

End: 31.01.2027 + Option

100% remote

Candidate must not be resident in Germany (Der Kandidat darf seinen Wohnsitz nicht in Deutschland haben)