Process Manager - Service Level Management
2014-10-30
My client is a leading global pharmaceutical company which has a presence in over 140 countries around the world and offer medicines and products in a range of different healthcare areas. It is currently building a Global Operations Centre here in Prague, which employs highly qualified IT professionals to provide centralised IT services to support operations in Europe, the Americas and Asia. We are searching for candidates for the following role:
PROCESS MANAGER – SERVICE LEVEL MANAGEMENT (REF: WEDI)
Responsibilities:
The Process Manager – Service Level Management is accountable for the management of all Service Providers performance against contracted and agreed service levels. You can expect to ensure that current and future service level requirements of IT customers are identified, understood and documented.
Ensure that service levels reports are produced for each customer service with valid SLA and that breaches of SLA targets are highlighted, investigated and agreed actions progressed. You will drive planning and coordination of all activities required to deploy, adopt and operate the process. Lead the service level management process and drives its efficiency and effectiveness
Implement, document and train KPI reporting and continual improvement of service level management process and procedures. Measure and report on SLM process performance, the effect of process improvements and fine tune as required. Ensure SLAs and other agreements are reviewed on a regular basis, ideally at least annually. Ensure that the process is properly integrated with other relevant IT company processes.
We require:
• University Degree or equivalent IT job-based qualification
• ITIL Foundation, ITIL Practitioner of Service Design (SD)
• 10+ experienced with an IT infrastructure operations environment ideally working within a multi-partner environment.
• Working experience within best practices for Service Management such as ITIL v3
• Understands the service stack, such as the required or underpinning IT services and their service components.
• Implementation of new processes or methodologies in complex organizations
• Demonstrated leadership skills with the ability to manage geographically or functionally dispersed teams
• Strong customer facing and relationship management skills.
• Fluency (written and spoken) in English, other languages an asset.
We offer:
• A great international modern working environment, exposure to cutting-edge technologies!
• Competitive salary, interesting benefits, be a part of a driven international collective of top IT professionals
• A wide variety of company benefits!
• Be involved in up-and-coming, expanding company environment
If this job opportunity is interesting for you, please send your CV to werry@hays.cz! I will be pleased to review it and get back to you with the next steps!
