Global IT Service Manager

Belgrade

Your responsibilities will include:
Professional Tasks

Ownership of the IT Service Management processes

• Responsible for the IT Process implementation and adoption according to the organization maturity level
• Initiating and owning projects to implement new processes and/or improvements to existing ones, including the governance structure
• Acting in a role of the Critical Incident Manager
• Tracking and following relevant process KPI’s

Supporting, managing and optimizing internal service delivery readiness

• Creating and management of IT Service Catalog and CMDB (Configuration Management Database)
• Providing leadership to the staff and the virtual teams within the Service Management value streams
• Working with the clients and IT Infrastructure teams to identify and manage service improvement activities
• Responsible for defining and optimizing operational procedures and policies in IT Infrastructure Office
• Responsible for defining and optimizing the interfaces and OLA’s between IT Infrastructure and other offices
• Communicating the vision of ITIL process implementation across the organization

Relationship to the 3rd party vendors and partners and internal delivery teams

• Responsible for the governance with IT Operation vendors in STADA markets, including defining Service Level Requirements towards them as well as to internal teams and following up on SLA execution
• Running Service Management Meetings with Infrastructure Operation vendors

Relationship to the business (Organize day-to-day service delivery including):

• Representing IT Infrastructure at Service Delivery meetings
• Tracking, prioritizing and reporting on Demand requests and IT Infrastructure resource engagement on projects
• Participating in projects where required and provide input into the design and development of systems and processes to meet business requirements
• Maintaining strong customer relationship and managing customer feedback

Reporting on service delivery activities including:

• Building service delivery reports and tracking relevant process KPIs
• Creating other reports and presentations related to the area of responsibility
• Being able to present in a clear and understandable way to different stakeholders

Participation in vendor selection processes

• Creating RfP for selected initiatives and projects and providing technical recommendations and vendor selection support
• Maintaining relationship with key vendors in the company’s IT Infrastructure portfolio
• Ensuring involvement of external teams such as Security, Sourcing, Legal in RfP process

Financial management

• Creating business case for the proposed IT Infrastructure improvement initiatives
• Providing financial information for the annual budget; identify cost reductions / optimizations

Your qualifications:

• Bachelor or Master Degree in Computer Science, Engineering or a related discipline with an information technology focus, or relevant experience within the industry
• Minimum five years of experience in IT Service Management implementation projects, ITSM roles and IT team lead roles
• Expert ITIL knowledge with experience in practice and ITIL certification
• Experience in creating process documentation, guidelines and operational procedures
• Experience in managing Service Delivery teams
• Experience in IT contract negotiations and setting Service Level Requirements
• Experience in project management is desirable
• High degree of flexibility and ability to work with employees at all levels of the organization with diverse backgrounds
• Good skills in reporting and follow-up
• Presentation skills and communication to senior stakeholders, ability to balance the long-term "big picture" and short-term implications of decisions
• Very good strategic, solution and cost-oriented thinking
• Analytical in approach to problem solving with a focus on managing in a team environment with attention to results and with a sense of urgency
• Strong desire to drive change, and ability to adapt to change quickly. Strong consulting skills (relevant/technical); recognized as a thought leader within the company
• Relevant industry certifications are highly desirable
• Fluent language skills English (additionally German is an advantage)