RESPONSIBILITIES:
• Manage and control the expectations of the stakeholders within the region and/or
shift managed as it adhere to the to the committed services under the shared
service model and its processes.
• Monitor and Control the implementation and maintain framework of best of breed
standards 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 of
the corresponding services with the Processes within ESSPI and in relation
with Customers' organizations
o Ensure adherence to the shared model to improve efficiency and enlarge
the period of support on 24h
• Review, maintain and update the statement of work with shared service customers
based on current services actual or requirement
• Coordination across all the Tech Services service line leveraging the team leaders
and services line coordinator for the service delivery to ensure the delivery and
quality of the services.
• Consistent communication, monitoring and driving of the continuous
improvements 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.
on
escalation impacting services and/or performance of the team.
• Ensure that events affecting the service contract are considered throughout its life
cycle
• Ensure the impact of any changes to the level of service, particularly service level
commitments and operational agreements
• Monitor, analyze and evaluate the operational performance of customers support
and 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) to
continuously improve the performance of the company
• Build capability plan and skill up plan for individual resources within the serviceline
directly managed and/or contribute in building one for the other service line as
necessary 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 Management
Secondary Technical abilities:
• Project management skills
• Has worked in an multi-cultural environment
• Innovative methodologies such as Agile or DevOps
• CMMI experience
Behavior 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