IT Operation Manager

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For our client we are looking for two-three global Operation ManagersStart: January 2020

Duration: initially 3 months (long-term focus extension up to 6 months next)

Location: UK / Düsseldorf (other locations possible like New Zealand or Australia)

Volume : Fulltime

Remote: After on-boarding in Düsseldorf possible

Project language: English

Role Purpose

Key accountability: deliver an SLA compliant and cost efficient service by sustaining and continuously enhancing the specific service agreement.

The service owner / Service Manager is responsible to assure proper quality and optimization.- Leading Major Incident Resolution / Crisis driving fast service restoration.

- Perform weekly review on Incident, changes, problem management

- Perform Recurring Service analysis and provide guidelines for enhancements (capacity, configuration,

monitoring)

- Delivering weekly / monthly operational report

- 3rd Level support leader

- Check on smooth operation of service desks

- Keep high level viewDeliverables

- Effective Incident / Change / Problem Reports in line with organization templates

- Root Cause Analysis report for major incidents.

- Service Calendar (Maintenance / notification of planned changes)

- Operational Dashboard (executive summary of performance across the month)

- Executive summary and presentation for management decisionsRequired Skills:

- Strong experience in Operation Management

- Strong background in Service Management

- At least ITIL foundation background

- Have experience in crisis management, ability to drive investigation across multiple teams in complex architecture / organization.

- Ability to assimilate information, take decisions and communicate to stakeholders

- Influencer capacity - Ability to make the difference - Capacity to Listen / understand / simplify messages / act as bridge between IT stakeholders.

- Extensive Major Incident Management or Crisis management exp. 4 years +

- Strong knowledge and experience of IT Service Operations 4 years +

- Strong stakeholder management (internal / external) and communication skills

- Broad IT Background (i.e. network, application, cloud ..)

- SPOC towards local markets

- Proven ability to manage high performing offshore team to deliver through others

- Good knowledge of Operation Systems and networks fundamentals.

- Experience with ServiceNow

- Willingness to work on weekend on call (rotating )

- Pro-active work attitude

- Experience working in global teams

- 24 / 7 supportMichael Bailey International is acting as an Employment Business in relation to this vacancy.