Service Manager Platform Storage and Backup

Main responsibilities Service Ownership & StrategyOwn the service vision and roadmap for Backup & Storage, aligning with Digital Platform strategy and enterprise capability goals; translate strategy into measurable objectives and vendor requirements. Use performance data, incident learnings and stakeholder feedback to continuously evolve the service (targeting improved stability, faster restore times, and better user experience).Governance & Vendor AccountabilityLead the governance framework for outsourced/managed services: contractual follow‑up, QBR/MBR reviews, risk management, financials (incl. cost/performance trade‑offs), and continuous improvement. Ensure suppliers remain accountable for resilience and compliance with SLAs, KPIs and SLOs; treat contracts as living instruments for service steering and value deliveryRequirements & Service SpecificationCapture/structure stakeholder needs and translate them into measurable vendor deliverables and change roadmaps, covering both functional and non‑functional requirements (observability, recovery, compliance, security). Prioritize service evolution based on impact, business value, and alignment with strategy.Operational Transparency & ComplianceSecure operational transparency, ensure clear observability/telemetry, reporting, and actionable incident learnings from suppliers; be data driven in follow‑up and the tracking, analyses and response to issuesDrive audit readiness and continuity planning (e.g., restore tests, DR exercises, RPO/RTO validation), embedding regulatory, security and audit controls into vendor agreements and operations. Stakeholder Leadership & ExperienceRepresent internal stakeholders in supplier discussions to ensure business value and user needs are reflected in service delivery; facilitate structured feedback loops between consumers and suppliers. Safeguard seamless ITSM integration (e.g., incident/problem/change, service catalog/reporting) and a coherent user experience across enterprise platforms. Proven Service Manager (or Service Owner for outsourced services) with deep experience in governing managed services, vendor performance and contract steering in an enterprise context. Strong grounding in backup & recovery and enterprise storage across on‑prem and cloud: e.g., Rubrik (strategic), NetApp (on‑prem/cloud), and lifecycle/capacity management. Experience guiding migration off legacy backup platforms is a plus. Comfortable turning business strategy into measurable objectives and SLA/SLO/SLI models, with hands‑on performance follow‑up and continuous improvement disciplineSolid ITSM literacy (incident/problem/change, service catalog/reporting), with demonstrated ability to drive transparency and operational readiness together with suppliers and internal teams. Skilled in stakeholder leadership and communication—from engineers to executives—balancing strategic direction with structured follow‑up and clear accountability. Familiarity with security, compliance and audit requirements for infrastructure services (e.g., recovery testing, data retention, evidencing controls). Nice to haveExposure to FinOps/cost steering for storage/backup footprints; automation mindset; experience with reliability concepts (error budgets) and observability practices.Who you are and what you believe in Embraces We Culture You are customer focused and have a solution-oriented mindsetYou excel in collaboration, both with internal and external stakeholders, and are passionate about building a work environment based on trustCuriousYou are passionate about software development and you have an interest in staying up to date with new technologiesYou are self-propelled and have an innovative and creative mindAgile Mindset You have a strong belief in agile ways of working especially in accordance with SAFeYou are flexible, open to new ideas and have a strong focus on continuous improvementCommunicationYou are an avid communicator, and are fluent in both spoken and written EnglishYou can build compelling and interesting presentations supporting your ideasYou manage stakeholder expectations at various levels with easeYou navigate confidently in a multi-cultural environment