Service Manager
4 weeks ago
As a Service Manager - HR & Finance, you will be responsible for ensuring the efficient and effective delivery of DTX services. You will collaborate closely with Service Owners, Process Owners, external partners, and internal stakeholders to maintain and optimize IT Service Management processes.
Roles and Responsibilities :
- Oversee day-to-day service delivery, ensuring availability, performance, scalability, and security.
- Execute and optimize service management processes, including Incident and Service Request handling.
- Monitor and report service performance metrics (OLA, SLA, KPIs) to identify and resolve potential issues.
- Drive service improvements, contract management, and license management.
- Lead the resolution of major incidents, minimizing business impact.
- Ensure compliance with DTX security policies, governance, and operational risk management.
- Maintain up-to-date documentation, including operational handbooks and knowledge base articles.
- Support the handover-to-operation process in collaboration with the Solution Design & Implementation team.
- Manage budget and cost control for respective services, working with the DTX Finance team.
- Engage with external vendors, ensuring contract validity, service deliverables, and process optimization.
- Stay updated on technology trends and best practices, identifying opportunities for service enhancements.
- Act as a subject matter expert and advocate for service value across DTX teams and business functions.
- Conduct regular service reviews with Service Owners, Architects, and Solution Leads to maintain best practices.
- Implement the agreed-upon Service Roadmap and ensure alignment with business goals.
Skills and Qualifications Required :
- Hands-on experience of at least 3-5 years in IT Service Delivery, including designing, implementing, and maintaining IT systems and ITSM/ITIL processes.
- Strong knowledge and experience in ITIL, IT Service Management, COBIT, and DevOps principles.
- Expertise in SAP Finance module (ECC & S4/Hana) and integration with treasury solutions, tax compliance tools, and Vendor Invoice Management.
- Strong analytical and problem-solving skills with proven experience in external partner management.
- Ability to oversee vendors, manage contracts, and implement service optimization processes.
- Excellent communication, presentation, and stakeholder management skills.
- Strong organizational, multi-tasking, and time-management abilities.
- Detail-oriented, self-motivated, and capable of working in high-pressure environments.
- Skilled in Microsoft Office and IT troubleshooting.
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