Also, the ICT Service Manager is responsible for managing service quality, as agreed within OLA management between ICT and the business units. This includes ensuring service quality through the definition and application of appropriate metrics, as well as maintaining the service tree.


Additional tasks include:

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  Taking on process responsibility for Service Level Management and Supplier Management within the framework of OLA and SLA, including conducting supplier review meetings.
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  Maintaining and updating the service tree within Serviceware Processes.
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  Providing an overview and description of Software Asset & Configuration Management.
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  Ensuring that the agreements (OLAs) and contracts with third parties within IT Service Management processes are suitable for achieving the agreed service level objectives.
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  Monitoring and reporting service levels, measuring service quality, and initiating necessary improvement actions.
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  Responsibility for maintaining the service portfolio and catalog, as well as supporting the definition of metrics to measure service quality and identifying improvement measures.”

Profil

A higher degree in Business Informatics and/or a degree from a university of applied sciences

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  Extensive experience in ICT Service Management
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  ITIL certification is an advantage
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  Strong analytical skills with attention to detail
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  Ability to communicate clearly with various stakeholders, senior executives, and technical experts
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  Strong team skills and the ability to maintain an overview even in hectic situations
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  Excellent German and advanced English skills; other foreign languages are an advantage.”