Senior IT Manager - Service Management (Luxury Retail, Regional)

Senior IT Manager – Service Management (Luxury Retail, Regional)

Client Description

Global luxury retail corporation

Job Description

• The Service Manager is providing a single and seamless contact to the business, and acting as liaison between the regional infrastructure & operations team and other regional IT functions or teams in Paris for service related topics. The Service Manager is accountable for developing and executing on a service strategy that will ensure an outstanding customer service experience. The Service Manager must also work closely with the country IT teams to coordinate all services deliveries within the respective countries.
• The role will have responsibility for service level management developed by Paris or in the region, and delivery of integrated services. The Service Manager has responsibility for Relationship Management related to IT service topics, developing and maintaining support relationships with the local IT teams as well as forging new relationships within assigned internal customers. This includes ensuring OLAs and SLAs can meet the desired business outcomes of and that BAU operation support requirements have been developed.
• The position is also responsible for developing risk mitigation strategies to minimize business disruption and to ensure service levels are attained. This includes managing Key Performance Indicators (KPIs) of vendor groups under coordination with the service team in Paris. Additionally, the Service Manager must have the ability to work through complex business & internal client challenges and collaborate in developing and implementing solutions.
• Specific responsibilities for this role include managing the regional service portfolio; documentation for regional asset management; ensuring change management process; managing incident and service reports. The Service Manager serves as a client advocate across all of regional IT functions and seeks to add value through proactive delivery of existing and new solutions & services.
• The Service Manager is responsible for any Service Improvement plans as a result of large crisis and major quality of service issues until resolution and satisfaction of the client. In addition, the role is responsible for development and maintenance of the DRP and BCP Plan with the regional teams for delivery of services and ensuring the availability of backbone IT systems.
• Define and create OLAs with local vendors and internal support teams, and develop SLAs based on the OLAs, which not provided at the Global Level.
• Attain client service levels and service deliverables based on SLA commitments and proactively review with business on the evolution and improvements of existing SLAs
• Work closely with the business teams to make sure individual service portfolio is catered to fulfill business needs
• Develop and maintain business relationships as well as building new relationships with the assigned internal clients (jointly with the country IT teams)
• Conduct periodic performance and KPI reviews with the service providers based on agreed contractual terms
• Keep a solid working relationship with vendors and manage escalations as required
• Able to communicate effectively with internal business and IT teams, and effectively make sound management decisions
• Coach and lead the service team to constantly challenge self and display professionalism

Job Requirements

• Undergraduate Degrees in Engineering, Computer Science, Information Technology or related technical field
• Certificates- PMP or Prince2, ITIL Service Manager / Preferred: CCNA, MCP
• Total 15+ years of relevant experience. At least 8+ years work experience in service management
• A minimum of 3 years of proven team leading or management experience managing a team of highly technical staff
• Experience in managing full life cycle of project development
• Constantly communicated clearly, concisely and appropriately with minimal guidance at executive levels
• Good understanding of how internal IT can support customers’ needs to enable them and to realize their business strategy
• Experienced in reviewing OLAs and developing SLAs
• Implementation of ITIL principals within a MNC