RESPONSIBILITIES:• Manage and control the expectations of the stakeholders within the region and/orshift managed as it adhere to the to the committed services under the sharedservice model and its processes.• Monitor and Control the implementation and maintain framework of best of breedstandards in Tech Services and IT Security on following topics but not limited to:o Catalog of services to describe the scope of ESSPI Infrastructure SLAs ofthe corresponding services with the Processes within ESSPI and in relationwith Customers' organizationso Ensure adherence to the shared model to improve efficiency and enlargethe period of support on 24h• Review, maintain and update the statement of work with shared service customersbased on current services actual or requirement• Coordination across all the Tech Services service line leveraging the team leadersand services line coordinator for the service delivery to ensure the delivery andquality of the services.• Consistent communication, monitoring and driving of the continuousimprovements for the managed Customers across all the services provided.• Regular reporting & daily monitoring on activity, quality and performance• Ensure appropriate documentation on agreements and/or hand-over activities• Accurate and timely reporting to the head of Infrastructure department esp. onescalation impacting services and/or performance of the team.• Ensure that events affecting the service contract are considered throughout its lifecycle• Ensure the impact of any changes to the level of service, particularly service levelcommitments and operational agreements• Monitor, analyze and evaluate the operational performance of customers supportand the results of the indicators and propose action plans• Participate in the identification of value-creating services• Identify new customer needs• Contribute to the search for ideas and solutions (and its implementation) tocontinuously improve the performance of the company• Build capability plan and skill up plan for individual resources within the servicelinedirectly managed and/or contribute in building one for the other service line asnecessary based on experience and exposure.Primary Technical abilities:• Breathe of experience in Infrastructure solutions: Datacenters, Clouds, Network,Security.• Depth of experience on at least one of the areas in Infrastructure solution• Experienced in managing or coordinating teams in a complex organization• Knowledgeable on Operations KPI – Ticket Mgt to Infrastructure KPIs (e.g. Backup completeness, Recovery RTO/RPO, Infra Utilization improvement)• Solid experience in ITIL processes mgmt (ITIL certified minimum)• Solid experience in Services ManagementSecondary Technical abilities:• Project management skills• Has worked in an multi-cultural environment• Innovative methodologies such as Agile or DevOps• CMMI experienceBehavior abilities:• At least 5yrs experience in Infrastructure delivery• 2years experience in Services Delivery management• Customer service oriented• Leadership & entrepreneurship (owner-mindset)• Ability to organize, to federate and coordinate• Capacity to adapt with flexibility• Convincing & influence• Rigorous and organised