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Service Manager Global Workplace (SM GWM)

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Locatie
Essen, Nordrhein-Westfalen, Duitsland
Carrièreniveau
Professionals
Type werk, Type werk
Full time
Publicatiedatum, ID-nr.
20 mrt. 2024
, 319289

Uw taken

The DBIS Service Management Team is responsible for Service Management and all service management related processes of all services delivered by Digital Branch Infrastructure Services out of the Global Operations & Infrastructure Services (GOIS) Department.

As a Service Manger (m/f/d) you are working in a Team of Service Managers accountable and responsible ("End-to-End") for the group of services of Global Workplace including e.g., M 365, Windows 10/11, Windows 365, MS Teams, SharePoint, email, Mobile Application Management, and the PC Hardware Catalog for full-service lifecycle, in terms of service delivery strategy, service operations and optimization. You will manage as a team cost and performance against agreed service levels, ensure the GWM meets the needs of customers and stakeholders, considering the latest technological developments and the release cycles. The Team is also responsible for the end user communication and engagement, has an essential part in contract negotiations with the suppliers. Other responsibilities include service level management, continuity management, performance management and budget planning for these specific services, working together with the workers council, Data Protection, Procurement, and IT Security.

Together with the team you will manage escalations with regards to service delivery and aligns and collaborate with other Service Managers, the Operational Teams and ITSD on a regular basis.

Your tasks

• Promote development and implementation of topic guidelines and standards
• Responsible for security management for the service components
• Coordination of service processes in close cooperation with other IT process owners (incl. Incident, Change and Configuration Mgmt.)
• Derive improvement measures and track their implementation development and provision of figures in terms of costs of the services and the degree of fulfillment of SLA ("continuous improvement process")
• Assurance of IT-based service quality accord. to SLA/OLA
• Implementation, maintenance and ownership of IT Service Mgmt. processes for the responsible Services
• Implementation, maintenance, and ownership of the service improvement plan (SIP), capacity plans, availability plan and IT service continuity plans aligned with our strategy and target architecture
• Manage the service design and maintain the related service catalogue items (incl. service description)
• Act as a quality gate keeper to ensure operational readiness for changes/ new releases/rollout in countries, e.g. as representative in Change Advisory Board
• Escalates in case of deviations
• Responsible for license management and working with partners
• Plans and monitors the service budget and resources
• Full responsibility for service budget (incl. billing), scope and quality
• Ensuring the product meets the needs of customers and stakeholders
• Ensuring issue-free operation based on service mgmt. according to ITIL by takeover accountability of all service components and service dependencies

Vereisten

Your profile

• Study to university degree level of natural sciences, computer science, business, or an equivalent education.
• Proven experience in the area of ITSM and in-depth knowledge of the processes of service management (ITIL).

Additional skill requirements are:

• Experience in maintaining, optimizing and developing global services in close cooperation with internal & external service providers
• Experience in ITIL practices, knowledge of Agile frameworks is a plus
• Experience with Office applications and Microsoft 365, end user hardware
• Very good Excel skills, knowledge of Power BI is a plus
• Experience in working with an ITSM tool, Service Catalog, CMDB (Configuration Management Database), Asset and Config Management (e.g., Service Now), Ariba
• Strong organizational skills in managing priorities
• Ability to manage project like activities
• Good communication and presentation skills to work in a multi-cultural, multinational environment
• Team- and result- oriented and driven by goal achievement with a strong focus on high quality service performance
• Excellent English language skills; German is a plus

Voordelen

Arbeitsklima, Gesundheit und Fitness, Individuelle Weiterentwicklung, Mobiles Arbeiten, Networking, Stabilität und Sicherheit

Ons aanbod

At DB Schenker, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on individual backgrounds, perspectives and skills. Together as one team, we are Here to move.

Contact

Do you have any further questions?
Do not hesitate to contact us.
We look forward to receiving your call/email!

Schenker AG

Kruppstraße 4
45128 Essen
Germany
Phone: +49 201-8781-5525

• Equal Opportunity Employer: at DB Schenker we are proud of our diverse workforce and we are committed in enhancing it further. Therefore, we welcome all applicants, regardless of gender, age, disability, nationality, religion or sexual orientation.

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