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24/7 Service Monitoring Team Manager
vor 3 Monaten
RWE Supply & Trading GmbH
Full-time, Permanent Position
Overview of the Role
The IT Infrastructure division is seeking a skilled and results-driven leader to oversee the 24/7 Service Monitoring and Major Incident Management team. This role involves the coordination, management, and oversight of IT services, as well as directing the resolution of significant incidents. Within our team, you will experience the benefits of a compact and efficient group, characterized by openness and true collaboration. We are committed to fostering a forward-thinking environment that leverages the strengths of each team member. We value contributions and perspectives, actively encourage idea sharing, and engage in direct communication. Respect, appreciation, and mutual trust are the cornerstones of our collaboration in this international setting.
- Lead the 24/7 Service Monitoring and Major Incident Management team within IT Infrastructure.
- Ensure the team delivers qualified 24/7 operational support and project assistance for Connectivity and Unified Communication services, in alignment with the C&UC team leaders.
- Manage and collaborate with external service providers on all operational and project-related matters.
- Guarantee adherence to Service Level Agreements through regular communication with service providers.
- Engage with various business IT units and other internal and external stakeholders to address Major Incidents during critical situations.
- Develop innovative tools and processes to enhance service monitoring and management, as well as the handling of Major Incidents.
- Design and continuously refine an integrated reporting framework that aligns with group initiatives, tools, and standards.
- Analyze the management of major incidents during and after implementation to identify improvement opportunities and communicate findings to relevant stakeholders.
- Oversee the professional development of team members.
Essential Qualifications
- Completed studies in business informatics, computer science, or a related field.
- Comprehensive understanding of IT Infrastructure and service delivery.
- Experience in IT service and provider management.
- Proven expertise in IT Service Monitoring, Major Incident management, and IT Infrastructure processes.
- Strong analytical and communication skills, with a solid grasp of the interplay between IT services and processes.
- Excellent communication abilities to collaborate with diverse stakeholders.
- Leadership skills with experience managing international teams in a multicultural environment.
- Proficient in presenting to groups, including teams and steering committees.
- Fluent in German and proficient in English, both written and verbal.
Desirable Qualifications
- ITIL certification.
Employee Benefits
At RWE Supply & Trading, we recognize and appreciate the dedication and effort of our employees, especially during challenging times. We strive to create a supportive and inclusive workplace that enhances your experience with us. Our competitive benefits package not only includes excellent development opportunities and an attractive compensation structure but also prioritizes your well-being and acknowledges the importance of work-life balance. Additional perks include:
- Working within a highly motivated team at a reputable employer.
- A variety of RWE-specific benefits.
