Service Manager (m/f/d) - Cloud Solutions

42275 Wuppertal
05.02.2021

Daten dieser Anzeige

Job-ID: 019897907
Service Manager (m/f/d) - Cloud Solutions

Vorwerk Services GmbH

Germany

https://www.career-vorwerkgroups.com/service-manager-mfd-sap-cloud-solutions-eng-f6600.html?agid=47&utm_campaign=jobware&utm_source=jobware&utm_medium=jobware

Ownership for one or various IT products or service Managing day-to-day stakeholder interaction and external vendors; set and manage stakeholder expectations communicating effectively and in a transparent way Coordinating IT service management (1st, 2nd and 3rd level support) for critical outsourced business applications in accordance with existing service level agreements Accountable for daily monitoring as well as processing of incidents, service requests and problems until recovery or solution of them Point of escalation for major incidents, and ensuring the flow of procedures and communication within the department responsible Responsible for determining, updating and coordinating metrics for ascertaining service quality with Application Life Cycle Management and IT Operation as well as implementing measuring processes, perform measuring and reporting of service quality Strong ownership and coordination of Problem Management lifecycle for postmortems, root cause analysis and prevention activities between different technical teams Provide support requirements for NFR and Support Tools (Jira, ServiceNow, Zendesk, Slack etc) workstreams Managing the risk of service operation in cooperation with technical architects, communicate among support and systems staff

At Vorwerk, you can. Welcome to Vorwerk - as a ABOUT US: Life is full of contradictions. We prove that these can be perfectly united, not only with our innovative products, but also with exciting opportunities for experienced professionals. If you are a forward-thinker and strategist who wants to make things happen, we offer you the space to pursue your ideas. Shape the future of Vorwerk with us. We are an international and dynamic group that operates successfully in many markets. We offer a pleasant working environment within a motivated team, coupled with both professional and personal development. Moreover, we advocate occupational health management and the reconciliation of work and family life. We give our employees the freedom they need to creatively shape the future of the Vorwerk Group together with us. More @ vorwerk.com JOB RESPONSIBILITIES: Ownership for one or various IT products or service Managing day-to-day stakeholder interaction and external vendors; set and manage stakeholder expectations communicating effectively and in a transparent way Coordinating IT service management (1st, 2nd and 3rd level support) for critical outsourced business applications in accordance with existing service level agreements Accountable for daily monitoring as well as processing of incidents, service requests and problems until recovery or solution of them Point of escalation for major incidents, and ensuring the flow of procedures and communication within the department responsible Responsible for determining, updating and coordinating metrics for ascertaining service quality with Application Life Cycle Management and IT Operation as well as implementing measuring processes, perform measuring and reporting of service quality Strong ownership and coordination of Problem Management lifecycle for postmortems, root cause analysis and prevention activities between different technical teams Provide support requirements for NFR and Support Tools (Jira, ServiceNow, Zendesk, Slack etc) workstreams Managing the risk of service operation in cooperation with technical architects, communicate among support and systems staff REQUIREMENTS: Several years of relevant working experience within IT, at least 2 years in Service Management / Service Operation with focus on end customer solutions Successfully completed bachelor degree in Computer Science or other technical degree or related practical work experience Ideally Agile certification and/or Agile Service Management certificate Preferably technical background in corresponding product area (e-commerce, digital ecosystems) Strong Vendor Management experience with proven record on steering several external service providers Hands-on experience with the latest industry-leading enterprise Agile tools (e.g., Atlassian Suite / Jira / Confluence) and service management tools (ServiceNow) Proven knowledge of service management frameworks (e.g. ITIL, Cobit) - ideally ITIL® foundation certification and especially Service Operations / Service Transition Understanding of IT architectural frameworks Knowledge of project management frameworks (e.g. PMI, Prince2) Agility mindset, agility experience and operation project management experience Flexible, objective with relevant technical understanding of web and mobile applications within cloud (AWS) and SAFE5.0 Agile setup CAREER AT VORWERK OTHER JOBS APPLY ONLINE CONTACT: Vorwerk Services GmbH Henning Pfeiffer Mühlenweg 17-37 42270 Wuppertal www.vorwerk.com

Projekt- und Produktmanagement/ Qualitätsmanagement

Consulting/ Beratung

IT/ Softwareentwicklung

Kundendienst/ Service

Sonstige Branchen

Groß-/ Einzelhandel

Angestellter/ Fachkraft

Vollzeit

42275 Wuppertal