Service Manager

Detailed job description:

• Lead incident management activities with the key objective of restoring impacted services within the agreed timeframes.
• Ensure all incidents are properly logged and incident management KPIs (i.e., incident response time, service restoration time) produce accurate and objective results.
• Act as the central communications point providing concise, timely and relevant communications from technical response teams to business users at all levels of the organization and towards clients.
• Plan, coordinate, and monitor root cause analysis activities and follow-up tasks by driving cross-functional technology team members to successful completion of remediation tasks.
• Facilitate change management process (internal TLS and with clients)
• Accept and act upon change requests. Analyze change requests and actions to identify trends and underlying needs.
• Collect change or service requests (SR) assessment results and issues
• Identify unauthorized changes/SR
• Assist in the creation and improvement of knowledge base articles to reduce impact, speed up resolution, or prevent the occurrence of incidents.
• Maintain IT Infrastructure Capacity Management inventory, prepare reports and inform other parties about trends
• Coordinate with the team IT Disaster Recovery test activities

Requirements:

• Experience in managing technology incidents
• Strong communication and stakeholder management skills
• Service desk experience
• Change management experience
• Strong ability to manage escalations within the team and with external stakeholders
• Basic knowledge of software development, IT security, infrastructure management and other technology domains
• ITIL Foundation or ITIL Practitioner certification is highly desirable
• Excellent interpersonal skills together with an ability to lead and motivate others to deliver in incident situation
• Customer-oriented mindset, willingness to help

Benefits which we offer:

• Work in a dynamic team where new ideas and open communication are quite valued;
• High possibility of personal and professional development within the company;
• Continuous training through mentoring programs, internal and external training and certifications;
• Flexibility to combine remote working and working at the office.
• A range of benefits that include private health insurance;
• Work in a modern space in an attractive location.