Dvp, IT Service Management
1 day ago
Job Description
Accountable and responsible for the end-to-end IT service management lifecycle, that includes service level management, continuity management, performance management, change/release management, etc. He/she manages IT service management strategy with regards to service delivery and aligns with other Service Managers on a regular basis.
- Ensure the implementation of IT Service Mgmt. processes
- Ensuring issue-free operation on the basis of service mgmt. according to ITIL, including all service components and service dependencies
- Assurance of IT-based service quality according to the SLA/OLA
- Derive improvement measures and track their implementation development and provision of figures in terms of costs of the services and the degree of fulfillment of SLA
- Monitor the implementation of the service improvement plan (SIP), capacity plans, availability plan, IT service continuity plans
- Coordination of service processes in close cooperation with other IT process owners (incl. Incident, Change and Configuration Mgmt.)
- Responsible for escalation management with regards to Service Delivery
- Act as a quality gate keeper to ensure operational readiness for changes/new releases/initial rollout, e.g. as the lead in Change Advisory Board
- Manage the service design and maintain the related service catalogue items (incl. service description)
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