IT Service Management Lead

vor 3 Wochen

Essen, Nordrhein-Westfalen, Deutschland Lowell Service Center GmbH Vollzeit

Position Overview:

The IT Service & Vendor Manager at Lowell Service Center GmbH plays a crucial role in maintaining efficient IT operations and fostering effective communication with clients. This position involves prioritizing tasks, managing escalations, and generating monthly service performance reports. Furthermore, the manager oversees IT service providers, tracks software assets, and handles license management responsibilities.

Key Responsibilities:

Ensure Operational Excellence:

  • Oversee the availability and performance of IT services to guarantee uninterrupted operations.
  • Coordinate responses to major incidents and implement necessary security updates.
  • Facilitate the Change Advisory Board to ensure smooth IT maintenance processes.

Enhance Service Processes:

  • Refine and manage processes related to incident management, change management, and problem management.
  • Integrate new services into the existing IT operational framework.
  • Compile regular performance reports for service recipients and lead service review discussions.

Manage Service Providers:

  • Address claims, issues, disputes, and escalations concerning all contractual matters.
  • Evaluate service provider performance and ensure compliance with contractual obligations.
  • Negotiate contracts within the IT sector to align with organizational needs.
  • Ensure contracts adequately reflect the requirements of stakeholders.

License and Contract Oversight:

  • Monitor software license utilization and assess its effectiveness.
  • Generate reports and recommendations aimed at optimizing licenses and contracts.
  • Collaborate with key stakeholders to ensure adherence to contract terms.

Qualifications:

  • A minimum of 3 years of relevant experience in IT service management.
  • Proficient knowledge and hands-on experience in IT service management, particularly in incident, change, and problem management.
  • Familiarity with agile project and service management methodologies.
  • Capability to effectively manage both internal IT functions and external service providers.
  • Strong analytical abilities with a keen interest in data and metrics.
  • Excellent proficiency in English for international communication.
  • Experience in stakeholder engagement and process management.
  • Strategic mindset with expertise in IT supplier and license management.
  • Strong negotiation skills with external service providers.
  • Demonstrated flexibility, commitment, communication skills, and diplomatic capabilities.

Benefits Offered:

  • Flexible working arrangements, including remote options.
  • Competitive compensation package with additional benefits.
  • Opportunities for personal and professional growth.
  • Subsidized meals and complimentary refreshments at the office.
  • Access to on-site fitness facilities or gym membership subsidies.
  • Public transportation subsidies and various other perks.

If you have any inquiries, please feel free to reach out. We look forward to your interest.

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