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Service Manager for PKI Service

3 - 4 years
Posted: 2019-03-15

Electronics Manufacturing
Posted On
15th Mar 2019
Job Ref code
Job Description
Job Description :

Looking for your next big challenge? We might be able to help you!

Your challenge will be
Ensure service quality (e.g. incident, problem, performance, capacity, or escalation management)
Point of contact for the respective service or process
Continuous service improvements
Provisioning of technical service expertise
Contributes in PoCs, service transitions, service development activities, and projects
Performs a broad range of service management operations (including service element management, service catalog maintenance, service management framework application and possible escalations) to ensure that given IT services or solution resources are available to the business.
Identify IT service or solution related business goals, objectives, and requirements of the business environment
Implement process standards and policies and be responsible for their consistent execution
Oversee IT services or solution related performance and delivery indicators
May optimize IT service management frameworks for multi-vendor environments
Contribute and support planning, budgeting, design, and alignment of service management processes and IT solutions landscapes. Advise the accountable business management of the unit, in all IT Service & Solution Management related issues
Support customization and the specification of service elements throughout the entire service lifecycle
Develop service pages for the ITS Service Catalog
Coordinate SLA/OLA creation, reviews, and updates
Identify and publish service metrics
Contributes to the maintenance of all service catalog items and the provisioning of an integrated catalog of infrastructure services. Implement programs and procedures for safeguarding data/information security and safety
May coordinate relevant unit and integration tests, and communicate with vendors and service providers
Manages complex infrastructure solution/service installations or updates
Support or manages change-release processes and implementation of IT security guidelines
Identifies IT service or solution problems and seeks resolutions without impact to end user
May perform 3rd-level user help desk activities, individual coaching and trainings
May contribute to issue management through escalation processes
May contribute to the implementation of knowledge management standards by gathering, analyzing, sorting, and sharing relevant information
Stay abreast of developments in industry regarding IT Technology & Services as well as Solution Management

Does this sound good? Our perfect candidate must have
Bachelors Degree in Computer Science, Information Technology or related fields
At least 3 to 4 years of proven working experience as a Service manager in the information technology sector
Lean / Agile certification
Working knowledge and Experience in Service Management
Knowledge in IT Infrastructure and Applications
Strong presentation and communication skills
Excellent problem solving and critical thinking skills
Ability to demonstrate commitment to develop, drive, and manage services in a fast paced environment
Excellent written and verbal communications skills, having a medium-high English Language Domain/Fluency (Speaking, Reading & Writing), solid ability to present complex issues to multi-level audiences of Stakeholders. German is a big plus
ITIL training / certification is a plus
Team player and enjoy working in an international and cross-functional team
Initiative and orientation on quality
Customer focus
Capacity for teamwork and networking skills
Organizational skills
Ability to build long-term relationships with internal colleagues and external providers
Ability to work independently and take decisions where necessary
Advanced English language (mandatory), German knowledge highly appreciated

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