Service Manager for ATP Defender (m/f)
Siemens Holding S.L.
Tres Cantos, Spain
hace 1 hora

Job Description

IT Infrastructure Services isresponsible for providing infrastructure services for Siemens on a globalscale. We provide highly innovative, interactive and consumer-driven services witha focus on high performance and excellent quality.

We are looking for a skilledprofessional that ensures that all service management processes for ATPDefender and other protection tools are implemented and are working on aday-to-day basis (e.

g. Inc Mgmnt, Change Mgmnt, Problem Mgmnt).

You will guard theimplementation of services aligned with the agreed contracts, according toagreed volumes and standards and assures that contractual obligations aremet.

Your contribution will be keyto drive Continuous Service Improvement and Service Transitions, acting as servicerelated infrastructure expert wherever required.

Mainobjectives are :

To ensure service quality (e.g. incident-,problem-, performance-, capacity- or escalation management)

Point of contact for the respective service orprocess

Continuous service improvements

Provisioning of technical service expertise

Contributes in PoC -, service transitions- andservice development activities and projects

Tasks :

Performs a broad range of service management operations (including serviceelement management, service catalog maintenance, service management frameworkapplication and possible escalations) to ensure that given IT service or solutionresources are available to the business.

  • Identifies IT service or solution related business goals, objectives andneeds of the business environment.
  • Implements process standards and policies and is responsible for theirconsistent execution.
  • Oversees IT service or solution related performance and delivery indicators.
  • May optimize IT service management frameworks for multi-vendor environments.
  • Contributes and supports planning, budgeting, design and alignment of servicemanagement processes and IT solutions landscapes.
  • Advices business accountable management of the unit, in all IT Service &Solution Management related issues.
  • Supports customization and the specification of service elements throughoutthe entire service lifecycle.
  • Contributes to the maintenance of all service catalog items and theprovisioning of an integrated catalog of infrastructure services.
  • Implements programs and procedures for safeguarding data / information securityand safety.
  • May coordinate relevant unit and integration tests, and communicates withvendors and service providers.
  • Manages complex infrastructure solution / service installations or updates.
  • Supports or manages change-release processes and implementation of ITsecurity guidelines.
  • Identifies IT service or solution problems and seeks resolutions withoutimpact to end user.
  • May perform 2nd-level user help desk activities, individual coaching andtrainings.
  • May contribute to the management of issues through escalation process
  • May contribute to the implementation of knowledge management standards bygathering, analyzing, sorting and sharing relevant information.
  • Keeps abreast of developments in industry regarding IT Technology &Service and Solution Management
  • Typically reports to an IT Manager or Team Leader.
  • Required Skills, Knowledge and Experience :

    3 years of service Management experience.

  • 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 afast paced environment.
  • Excellent written and verbal communications skills, having a medium-highEnglish Language Domain / Fluency (Speaking, Reading & Writing), solidability to present complex issues to multi-level audiences of Stakeholders.
  • Good verbal knowledge of Spanish and / or Portuguese

    Key Leadership Capabilities :

  • Business Results, Strategic Innovative Orientation, Change Management,Collaboration and Influence.Domain / Fluency (Speaking, Reading & Writing),solid ability to present complex issues to multi-level audiences ofStakeholders.
  • Key Leadership Capabilities :

  • Business Results, Strategic Innovative Orientation, Change Management,Collaboration and Influence.
  • Please upload your CV in English. Only resumes in English will be reviewed.

    As an equal-opportunityemployer we are happy to consider applications from individuals withdisabilities.

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