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Elmos - Service Owner

 

Elmos - Service Owner

Locatie: Geel

Service owners make sure the necessary business processes are followed and participate in the governance of the service, including acting as a point of escalation for the delivery teams. They own the budget and allocate funding to areas of the service based on their decisions about priorities. They communicate the benefits and performance of their service, and are ultimately responsible for the successful operation and continuous improvement of the service.

 

 

Tasks

  • Assess business, technical and financial impact
  • Escalation process
  • Monitor and enforce SLA's
  • Monitor compliancy to existing policies
  • Report on non-compliancy and be able to initiate follow up actions
  • Identify Service issues and initiate follow up actions
  • Identify Candidate Service improvements
  • Negotiate and finalize service improvement plan
  • Prepare / Follow up and evaluate Sor/Sow processes
  • Coordinate activities across projects, suppliers, service teams and project managers where required
  • Knowledge transfer and execution process
  • Coordinating operational testing; drafting and validating procedures
  • Monitoring progress for changes, issues, risks and deviations, including tracking on actions and mitigation of risks and communicate with the stake holders
  • Manage the process to ensure validation on the final delivery of each work package, which should meet the agreed customer and stakeholder requirements in the service design package
  • Report on identified risks, to minimize the chance of failure and disruption across services and ensure that issues, risks and deviations are reported to stakeholders and decision makers
  • Supporting and facilitating the inventory and the implementation of Service Assets
  • Reporting on Service, Asset and Configuration Management implementation
  • Reporting skills, maintaining records and providing management information on resource use, project, service (dashboards)
  • Direct reporting to Service Delivery Operations Manager
  • Consulting and reporting to Service Delivery Owners

 

Required Skillset

  • ITIL Certification Foundation
  • Project management (Prince2 certification is a plus)
  • Good communications skills are required, with the ability to interface both internally within the company, with Third Party Vendors, Customers and Stakeholders
  • Good (Customer Facing) Interpersonal Skills, negotiation and conflict management skills
  • Team player
  • High level view on Data Centers, 0365 services, Workplace services, UC services, Network and Security Services
  • Be able to work in a matrix organization
  • Or proven skills in similar tracks
  • Stress resistant with a goal oriented attitude
  • Multitasking
  • Represents the services across the Organization

  

Bonus

  • Previous experience in working in a landscape between outsourcing and managing suppliers focused on a customer's IT organization, business practices and processes
  • Preferred but not required experience in a similar role in the IT/Service Integration environment
 
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