Role - Technolgy Lead
Technology - Workplace service management
Location - Stuttgart, Germany

Technical skills

• IT Service Management certification preferred.
• IT Infrastructure Service Management experience and associated service models
• Experience in CMMI based process improvement models, experience delivering Lean/Six sigma projects.
• Practitioner level understanding of ITIL and working knowledge of service management platforms.
• Experience working with and influencing various levels of management, building relationships and influence across teams.
• Ability to lead, make decisions, problem solve and work with-in and with other teams (including partners) to deliver out-comes
• Demonstrate a resilient approach to working, asking tough questions to identify root cause.
• Ability to work in a fast-paced environment that shows flexibility, resiliency, self-awareness, and ability to support other team members.
• Working knowledge of EUC operations including Remote support and Deskside support
• Experience in Stakeholder management and Conflict resolution
• Strong verbal and written skills, and ability to convey complex information in a way that others can readily follow.

Technical skills Required

• Awareness of Service Management, Project and Portfolio management tools and platforms (Service Now etc.)
• Knowledge of agile methodologies
• Ability to identify and instill industry best practices.
• Proven Customer Service skills
• Excellent written and oral communication

Language skills needed - English and German

People skills

• Service Management
• Stakeholder management
• People management

Soft skills

• Create deep client impact
• Execution excellence

Area of responsibilities
The role is expected to carry out following function/activities as part of this job.

• Conduct ongoing reviews on service health and ITIL/service management practices – across service transition, delivery, and transformation.
• Point of Contact for escalated IT Incidents and update Client on ETA /Resolution/Workaround.
• Point of Contact for IT Teams and Vendors at across geographies
• Point of Contact for future Infrastructure Enhancement and requirement gathering.
• Coordinate with IT teams at different client Sites for Incident resolution and Project Implementations
• Manage IT Service Delivery at onshore Locations
• Coordinate with Offshore IT Team for coherence with Business requirements.
• Proactively manage service levels, with primary focus on prevention of failures and swift corrective actions when necessary.
• Responsible for effective management of the Daily, Weekly and Monthly Service Review processes.
• Enables Service Reporting and Governance Reviews.
• Responsible for Service Performance Management. Develop and manage corrective action plans with Service functions and Partner groups
• Drive Continual service improvement processes, tracking anticipated value and benefits.
• Monitor KPI for Incident, Problem and Change Management and provide Client feedback to Offshore Team.
• Work with PMO on short/long term IT Project implementations
• Work with Delivery SPOCs and client Business users on IT requirements
• Coordination with 3rd party vendor / contractors on IT System up-grade/break fix /new installations
• Vendor Contract and License Management
• Implement Service improvement and Transformation initiatives