IT Service Manager

Unfortunately, this position no longer available.

Don’t worry, there are other opportunities waiting for you. Have a look at our open positions or get in touch with our teams. We are always searching for talented people with innovative ideas, aiming to make a difference.

Let’s meet if you have these skills:

  • University degree
  • Experience in IT shared services, multinational environments
  • 3-5 years’ experience in shared services centers
  • IT crisis – respond to an unplanned event or service interruption with major impact and restore the service to its operational state
  • Language skills: English language is a must at advanced level (B2-C1); nice to have French
  • Service delivery management in an outsourced environment
  • Proven IT Service Manager background of minimum 2 years in multinational organizations
  • Business change management.
  • Negotiation and facilitation.
  • Proven knowledge of quality framework (ITIL)
  • ITIL certification (mandatory Foundation; strongly recommended Services Operation)
  • Communication and relational skills.
  • Ability to work as part of a team.
  • Proactive personality, who enjoys driving initiatives to improve
  • Processes and activities in his area of responsibilities
  • Problem-solving orientation and fast decision making
  • Client & process improvement focused person
  • Autonomy and organization.
  • Focused on accuracy and efficiency.
  • Previous exposure to multi-cultural environments
  • Service Desk management – centralize and manage the operational support service for end users including Help Desk management
  • Service Level Management – managing of SLAs with the external IT providers – KPIs assessment
  • Service Now knowledge preferably with skills on forms development and interfaces

Mission

Within the Group IT Infrastructure – IT Operations team, on his/her scope, ensure the interface and act as escalation point between:

  • The Customer (the Euromaster business entities in general)
  • The European Service Providers – internal and external.
  • The IS / IT teams (central and local).

So that IT services, within the IS / IT area, expected by all users, are delivered in production according to the commitments previously defined and in accordance with the underlying processes.

In the event of a major incident, participate in the Crisis Cell, especially when an incident impacts a service involving several suppliers.

He/she is the point of contact and expertize for any IT Operations issues / requests related to applications and infrastructure components, acting as a referent.

Guarantee the preparation and updating the documentation of all processes regarding technical topics related to applications and infrastructure components.

Key responsibilities

  • Be responsible for incident, problem and operations management for the infrastructure services in scope; responsible for major incident and crisis management.
  • Manage the SLA/OLA’s with the key business partners and/or external providers to ensure IT services are delivered according to business needs and expectations
  • Manage day to day delivery of services in order to achieve the agreed SLA’s
  • Monitor and measure performance of IT services and recommend changes/improvements where needed
  • Provide quality and operational review reports and detailed descriptions or reports where necessary
  • Be involved in projects transitioning IT services into production
  • Build strong relationships with all Euromaster stakeholders providing constant transparent communication with regards to IT services within the domain
  • Manage all operational services incidents being involved in all aspects of solution finding
  • Possess high customer service skills and a very good analytical thinking
  • The processes are executed in a coherent way between the different countries
  • Efficient collaboration between the roles involved in service delivery
  • The KPI’s necessary to monitor the process implementation and their performance are defined
  • Regular monitoring of the IT services assets
  • Facilitate the changes in the run activities (for existing products or services or newcomers) on request of the service transition entity.
  • Risks are anticipated and duty to alert is performed.
  • Develop support framework training materials, set training schedule for the support groups members and perform trainings in the area of ITSM

Benefits
Joining us in Euromaster Business Service Center is going to be an amazing career opportunity for you but also a chance to work in a great team.
Enjoy the benefits of working with us:

  • Learning opportunities that will help you develop your competencies for the future;
  • Attractive salary and benefits package (performance bonus, meal tickets, canteen deduction, medical subscription, 7 Card, other discounts);
  • A flexible schedule, with the possibility to work from home.