IT Service Manager

Belgrade

Your responsibilities will include:

• Responsible for the IT Process design, implementation and adoption according to the organization maturity level
• Acting in a role of the Incident, Change and Problem Manager
• Tracking and following relevant process KPI’s
• Creating and management of IT Service Catalog and CMDB (Configuration Management Database)
• Responsible for defining and optimizing operational procedures and policies in IT Infrastructure Office in cooperation with QA department
• Working with the clients and IT Infrastructure teams to identify and manage service improvement activities
• Communicating of ITIL process implementation across the organization
• 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
• Building service delivery reports and tracking relevant process KPIs
• 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

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 and ITSM roles
• Experience of working with IT processes including process improvements, measuring quality of delivery and excellent command of ITIL framework
• Experience in running and participating in cross country IT projects
• Broad understanding of IT infrastructure, Cloud services, and Information Security
• 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, ability to balance the long-term "big picture" and short-term implications of decisions
• Strategic, solution and cost-oriented thinking
• Strong desire to drive change, and ability to adapt to change quickly.
• Strong consulting skills (relevant/technical)
• Relevant industry certifications are highly desirable
• Fluent language skills English (additionally German is an advantage)