Service Manager Platform Storage and Backup

Main responsibilities- Service Ownership & Strategy - Own 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 Accountability - Lead 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 delivery - Requirements & Service Specification - Capture/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 & Compliance - Secure 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 issues - Drive 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 & Experience - Represent 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 discipline - Solid 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 have- Exposure 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 mindset - You excel in collaboration, both with internal and external stakeholders, and are passionate about building a work environment based on trust - Curious - You are passionate about software development and you have an interest in staying up to date with new technologies - You are self-propelled and have an innovative and creative mind - Agile Mindset - You have a strong belief in agile ways of working especially in accordance with SAFe - You are flexible, open to new ideas and have a strong focus on continuous improvement - Communication - You are an avid communicator, and are fluent in both spoken and written English - You can build compelling and interesting presentations supporting your ideas - You manage stakeholder expectations at various levels with ease - You navigate confidently in a multi-cultural environment