ICT Service Manager Job Description
The ICT Service Manager is responsible for managing service quality as agreed within the Operational Level Agreement (OLA) between ICT and business units.
This includes ensuring service quality through the definition and application of suitable metrics, as well as maintaining the service tree within Serviceware Processes.
Key tasks include:
1. Managing Service Level Agreements (SLAs) and Supplier Management within the framework of OLA and SLA.
2. Maintaining and updating the service tree to ensure accurate and up-to-date information.
3. Providing an overview of Software Asset & Configuration Management.
4. Ensuring agreements with third-party suppliers meet service level objectives.
5. Monitoring and reporting service levels, measuring quality, and implementing necessary improvements.
6. Responsibility for maintaining the service portfolio and catalog, defining metrics to measure quality, and identifying improvement measures.
Requirements
To succeed in this role, you will need:
* A higher degree in Business Informatics or a related field.
* Extensive experience in ICT Service Management.
* ITIL certification is an advantage.
* Strong analytical skills with attention to detail.
* Effective communication and team collaboration skills.
* Excellent English language skills; other foreign languages are beneficial.
About the Role
This position offers a unique opportunity to work in a dynamic environment, contributing to the delivery of high-quality services to stakeholders.
You will be part of a skilled team, working together to drive continuous improvement and excellence in ICT Service Management.