Service Manager L2
- Location
-
Gurgaon, Haryana, India
- Career Level
- Professionals
- Employment Type, Work Type
- Full Time
- Publishing Date, ID-Nr.
- , 530627
Job Location: Gurgaon
Role description:
Accountable and responsible for a service or group of services ("End-to-End") for full-service lifecycle, in terms of service delivery strategy, service operations and optimization. Manages cost and performance against agreed service levels, considering the latest technological developments and the release cycles. Other responsibilities include service level management, continuity management, performance management, budget planning and adherence for the specific services. Services can be customer focused services or internal supporting services. Manages escalations with regards to service delivery and aligns with other Stakeholders on a regular basis.
Your Tasks:
- Execution of service delivery & management of service performance of the specific service
- Responsibility for all activities, employees within her/his organizational unit (team)
- Provides input to business technology planning within their functional area
- Takes part in implementation of IT initiatives to support business & IT strategy
- Monitors his/her work assignments. Meets regularly with team to gather work
- statuses
- Steers and pilots respective subservices, suppliers and vendors in a technical perspective
- Ensure that demands are factored into capacity plans for all associated systems
- Responsible for the analysis, planning, measuring and improvement of the availability of IT services in respect to the agreed service levels
- Delivery of IT service demand forecast as baseline for budget planning and calculation
- Ensure that implementations and ongoing services are delivered on time and meet client requirements by maintaining tight control over the project schedule, risks, scope of work and budget
- Support of internal service review meetings covering performance, service improvements, quality aspects and processes
- Responsible for delivering excellence in all aspects of the service delivery function within an ITIL derived framework
- Responsible for security management and execution of risk management processes of technical service operation in accordance to company frameworks
- Ensures staff has the resources and skills needed to support all work initiatives
- Study to university degree level (computer science, business administration)
- At least 5 years of relevant work experience
- Relevant experience with procedures and practices in IT
- Proven experience in ITSM and in-depth knowledge of the processes of service mgmt. (ITIL)
- Self-motivator that can work without regular instructions and take ownership of tasks
- Appreciation of capabilities of relevant technologies
- Innovative, seeking new ways to improve
- Strong analytical skills and results focused
- Good communication skills
- Strong customer service orientation
- Experience managing complex stakeholder structures
- Fluency in written and spoken English
Basic to Intermediate Knowledge of the following processes:
- IT Governance Assessment
- IT Governance
- Organization Design & Implement
- IT Strategy
- IT Strategy and Planning
- IT Planning & Controlling
- Financial Management
Technical Background
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 68,000 colleagues worldwide, we welcome diversity and thrive on individual backgrounds, perspectives and skills. Together as one team, we are Here to move.
To be considered for this position you must have valid rights to work and live in India.