Service Manager GBS ITS

Tasks performed regularly which form the essential characteristics of the position

With regards to customers:

• Acquire an understanding of customer business environment, as well as needs and requirements towards GBS
• Conduct regular service performance meetings to discuss service levels and lead stakeholder engagement activities
• Manage escalations and support in resolving major incidents and delivery issues
• Facilitate improvement plan creation and its follow-through to advance GBS operational results and to ensure customer satisfaction targets are met
• Enable timely and relevant communication on key changes, change requests and improvements with regards to process, operations, projects, metrics & reporting, etc.
• Develop, align and follow-up quality metrics with the customer, GBS Ops and relevant stakeholders

With regards to GBS Ops & Global Process Owners:

• Partner with Product Owners, DevOps, Infrastructure, Security, and Support teams to ensure KPI and service delivery
• Acquire solid understanding of Service Catalogue, Key Performance Indicators, technology, reporting environment  
• Work with GBS Ops teams dedicated to the customer to ensure service catalogues are defined, accurate, maintained and service level agreements are met
• Handle operational change requests and ensure correct data inputs for SLA charging
• Drive progress updates and continuous improvement initiatives to improve customer experience based on eg customer surveys, service analytics
• Promote Agile, DevOps, Lean, and ITIL best practices  
• Support Agile, Cloud, DevOps, ITSM, and operational capability development

Quality, Legal & Compliance

• Follow and comply with all relevant FME policies, guidelines, manuals and SOPs in the version as amended from time to time (“FME Policies”) and live the FME Reignite values in daily business
• Compliance with GBS internal procedures and instructions.

Qualifications, experience, know-how and skills critical for success*

1) Required training and education:

• Bachelor’s degree in Information Technology, Computer Science, Business Administration or relevant field; Master’s degree preferred

2) Required professional experience (in years):

• At least 5 years’ work experience in similar roles in a SSC or BPO environment covering IT service delivery, Technology Operations or Digital Delivery and at least 8 years overall work experience in a SSC or BPO environment
• Experience working within Agile, DevOps, Cloud and SaaS ecosystems
• Proven results of delivering client services and meeting goals
• Track record in IT service delivery

3) Required personal competencies:

• Excellent interpersonal relationship skills
• Excellent verbal and written communication skills; must be a listener, a presenter, and a people-person
• Ability to multitask and manage more than one customer.
• Ability to grasp business topics quickly. Effective in time management
• Good negotiation skills, ability to handle escalations in an effective, calm way
• Goal-oriented, customer-oriented and a team player
• Self-motivated and self-directed

4) Other specialized knowledge, expertise and skills:

a) Functional knowledge

• Solid analytical skills and logical thinking with ability to translate data into insights and solutions
• IT Service Management (ITIL)
• SCRUM / Agile certifications
• Lean six sigma, PMP, Prince2 certification are beneficial

b) IT skills

• MSO 365 proficiency with emphasis on Powerpoint, Excel and dashboarding skills (eg PBI)
• ServiceNow/ Jira / Confluence / Azure DevOps is a plus

c)  Languages

• Fluency in the English language in the business environment (at least C1 level)