IT Service Manager

Job Description

Service Manager has the following responsibilities:
• Work with internal & external stakeholders in IT, vendors & business to collaboratively develop and drive the strategy & roadmap for the services in scope. Understands service requirements, components and setup to drive continuous service improvements
• Takes ownership of the hybrid cloud services’ service level agreements between stakeholders and the customers which details the parameters of the services to be provided. Involved in and manages incident, problem, and change management for service on day-to-day basis as per defined SLAs. Ensures root cause analysis and permanent fix for problems
• Takes ownership and delivers operational level agreements (OLA) with departments internal to the service provider detailing the provision of certain elements of a service
• Drives service team to establish and agree development priorities and development work
• Communicates, influences and works with stakeholders and executives both inside and outside of SHS IT to ensure the broadest understanding and contribution to the hybrid cloud strategy
• Acts as go-to point for data center services and advises various internal, partner and customer
teams on hybrid cloud services. Coordinates communication among internal and external support staff
• Contribute to regional and global projects, influencing, building and maintaining relationships, collaborations and partnerships with internal and external stakeholders
• Responsible for day-to-day management of tasks and processes related to service & its deployments
• Ensures and participates in ITIL process execution including Asset, incident, change, problem, configuration, release and knowledge management
• Provides operational leadership and expert knowledge to internal customers to assist their IT related challenges. Serves as the point of escalation (notification) for major incidents
• Maintains updated service documentation as per ITSM framework of SHS IT
• Provides senior management and service stakeholders required, weekly, monthly and
quarterly reports related to service performance, SLAs etc.
• Travels as needed to engage with internal and external stakeholders to oversee day-to-
day operations as well as to ensure service delivery in alignment with SHS IT strategy.
• Responsible for ensuring service governance related to security, costs, data protection,
legal, export control & customs requirements.
• Participates in internal service review meetings (within IT & with business) & supplier
management meetings.
• Decent understanding of MS Azure Cloud from IT Operations and Service Management perspective

Organization: Siemens Healthineers

Company: Siemens Healthcare Private Limited

Experience Level: Experienced Professional

Full / Part time: Full-time

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