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Service Manager(Infrastructure & Operations)

年収:800万 ~ 1200万

ヘッドハンター案件

部署・役職名 Service Manager(Infrastructure & Operations)
職種
業種
勤務地
仕事内容 This Service Management team are responsible for owning and administering the Service Management functions . The goal of the team is to provide processes that govern our IT estate and support our business. The team is responsible for ensuring that risk to our environments is limited through the management of our ITIL processes.

The successful applicant for this role must have strong stakeholder management skills, an understanding of Service Management processes (Incident, Problem & Change) and be able to balance the needs of the customer, against the needs.

Functions include:

•Quickly determine the severity of Incidents, considering business impact and technical complexity. The candidate will be responsible for ensuring that all appropriate resolver groups are working on the incident in a timely manner. Where necessary, the job holder will be responsible for notification, escalation and communication to senior management and relevant stakeholders.
•Prioritise customer incidents to ensure they are dealt with relevant to their business impact.
•Act as a single point of contact for all customer escalations and queries
•Maintain accurate & up to date records of Service Management processes and activities. Responsible for Continual Service Improvements to ensure that lessons are learnt from incidents and that any work required to prevent a future reoccurrence.
•Ensure that the relevant IT Teams have performed the proper root cause analysis, documented the workarounds and known errors, the issue has been resolved and the appropriate processes were followed
•Understand how this core dealing systems and backend processes work. This will include understanding how to undertake the daily reconciliation processes.
•Delivering Service management metrics and using them to drive continual service improvement
•Design an IT Service delivery reporting package that meets contractual requirements agreed with the customer and provide this on a monthly basis.
•Deliver clear and accurate communication during all incidents and be a single point of contact for customers in Major Incidents.
•Ability to lead technical conversations with various technical support groups
•Design the governance framework to ensure that the contract between we and its customer is adhered to on both sides.
•Act as the Service SME on the contract that is between we Iand its customer
•Work with the customer to maintain and improve the overall service relationship
•Advise customer of future changes and deployments that will impact service availability and ensure that the customer impact is minimalised.
•Perform Service Reviews with key stakeholders and relevant technical teams ensuring that agendas and minutes are provided and all actions are completed in the appropriate time windows.
•Act as change reviewers for changes into production environments where those changes have potential impact to their customer.
•Work with customer to maintain and improve the overall service relationship
•Work alongside local leadership and compliance teams to ensure data required post incident is provided in a timely manner.
•Managing key relationships across Technology and the business to deliver IT services
•To be mindful of cultural differences depending on the customer geographical location
応募資格

【必須(MUST)】

Essential Skills and Attributes:
•Excellent written and verbal communication skills
•3+ Years’ experience in globally dispersed Service Management teams
•Experience of Service Management in both B2B and B2C environments
•Ability to manage, prioritize and successfully execute multiple tasks and activities
•Demonstrate cross-group collaboration and organization skills
•Acting as the final escalation point for stakeholders
•Eager to learn and quick to learn
•Interest in financial products
•Ability to lead technical conversations with various technical support groups
•Calm under pressure through demanding challenges.
•Detail-oriented with the ability to follow processes and procedures
•Ability to adapt to changes in processes and products

【歓迎(WANT)】

•Knowledge of troubleshooting financial trading platforms.
•Previous Major Incident, Problem Management and Change Management experience
•ITIL processes and terminology consistent with having completed an ITIL Practitioner level course
•Experience of working in a global organisation and servicing high value/global customers in different geographical locations.
•Experience of delivering within a multiple service support team, in a complex business environment

更新日 2020/11/18
求人番号 1569536

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