The International Committee of the Red Cross (ICRC) is a neutral, impartial and independent humanitarian organization that works to protect and assist people affected by armed conflict and other situations of violence. To find out more about ICRC mission and its activities visit www.icrc.org.
The ICT Service Manager will be responsible for providing service management capabilities as per ITIL best practices to ensure proper governance of ITSM processes.
Coordinating with the Service Manager in GVA, the ICT Service Manager acts as ITSM tool focal point, deputy of the Change Manager, and leads change processes between "build" and "run" activities. S/he limits the risk of potential negative impacts on delivered ICT services and is responsible for the ICT service portfolio, service and platform review.
The Belgrade Shared Services Center is looking for a suitable candidate to fill the following position: ICT Service Manager
MAIN TASKS
- Acts as Change manager deputy and chairs and/or facilitates the Change Advisory Board (CAB) whenever needed
- Follows up on the build-to-run transition of projects and maintenance, in collaboration with Project managers and those responsible for various platforms, to ensure processes are coherent, as well as reports disagreements and refers decisions to ICT management
- As the Change manager deputy, ensures that all internal and external stakeholders affected by a change have been informed according to ITIL best practice
- As a Change manager deputy, ensures that software or hardware changes are planned to avoid unpredictable results and business risks, and to minimize downtime by the defined SLA’s
- Initiates and leads Service review and Platform review processes according to ITIL best practice
- Acts as application manager for the Service management tool
- Acts as ICT Store administrator: creates new tiles and decommissions obsolete ones, as well as manages and adds new services to the ICT catalogue of services
- Organizes and manages continuous improvement process with external vendors
- Creates relevant documents for any of the Service management processes, as well as initiates and leads the forum of relevant stakeholders for the “Lessons learned” exercise as needed
- Routinely updates the operating documentation (creates a new one when needed)
- Provides CAB statistics and trends, periodically and/or upon request
- Reports on changes and events within her/his scope of activity which could have an impact on the functioning of her/his team or ICRC in general, hence provides sound elements to the direct superior that allows establishing objectives and priorities
REQUIRED PROFILE
- University degree preferably in business administration, engineering, computer science or a similar field along with a typically 10-12 of years professional experience along with a minimum 5 years of professional experience in the IT field
- Proven experience with an enterprise-level Service management tool
- ITIL Foundation
- ITIL Service operation/Service design (or equivalent experience)
- Excellent command (spoken and written) of English
WHAT WE OFFER
- Work and progressive professional development in an exciting international environment
- An inspiring opportunity to practice your profession in a humanitarian and multicultural organization
- Stimulating benefits package
If you are interested in this position, please send us your CV and Motivation letter exclusively in English.
Only shortlisted candidates will be contacted.
