OLA - Manager - IT Operations

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Bachelor's / Master's degree in business informatics,business administration, or equal, with hands-on experience in service management in a global set-up

- 6-9 years of total working experience in a similar role,ideally including

- Experience in Global service management

- Strong knowledge and working experience in ITIL practices like Incident Management, Problem Management, Change Management etc.

- Service Assurance principles.

- Service planning, budgeting, and future roadmap definition

- Experience with ServiceNow / Clarizen

- Good understanding of IT InfoSec-Security measures.

- Able to meet Application Management Services (AMS)compliance to IT security standards.

- Flexible and adaptable; able to work in ambiguous situations; Good organizational skills.

- Clear, logical, and effective verbal/written communication skills

- High responsiveness and keen perception.

- Ensure accurate and timely resolution of all assigned issues and requests in a highly professional service environment

- Create and maintain strong operational relationships with internal and external partners and other key stakeholders.

- Accurately document all work performed through ticketing system including details and outcomes

- Escalate product bugs or unresolvable cases to right channels

- Perform regular service reporting to all the key stakeholders

- Perform service budgeting, defining strategies for service enhancement

- Possible roll-out management (connect new sites, plants)

- Leads and manages teams working on change workstreams to set direction, standards and enable a change support model for internal and external services

- Hands on technical background of infrastructure management deliveries

- Ability to analyse and simplify complex problems and to be able to communicate this to others at all levels