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IT Service Management
4 tygodni temu
The purpose of this role:
- Introduce new and improve existing IT Service Management concepts
- Co-ordinate and improve the helpdesk IT operations
- Manage existing supplier contracts and services
- Facilitate the timely planning and procurement and deployment of End User Computing hardware
Responsibilities
- Proactively plan and priorities all IT operations support activities on a day-to-day basis
- Monitor, manage all new tickets and priorities plan all new open tickets
- Co-ordinate all activities for non-planned systems outages
- SWAT team formation
- Communication to the business on status
- Ensure that all steps of RCA are started and completed with the team
- Implement remediation activities post RCA and update arrange for updates to SOP/work instructions and training requirements for both IT and Business
- Knowledge base development
- Co-ordinate all activities for planned systems outages
- Communication to the business on status
- Detailed resource plan for all outages
- Patching
- Upgrades
- Release management
- Environment management
- Manage service requests - Demand / Capacity
- Support
- Business Project (in conjunction with the PMO)
- Manage all IT contracts
- Catalogue of all IT contracts
- Drive down costs and consolidate where possible
- Coordinate and streamline audit management activities throughout the year
EUC Management -Major Responsibilities
- Hardware planning
- Procurement planning
- Deployment planning
Requirements
- Must have the ability to travel within the EU/US without visa restrictions or capacity to travel freely within the EU/US without requiring visa sponsorship
- Must be able to speak English and other local language fluently.
- Must have detailed service management knowledge (e.g. ITIL etc.)
- Must have had responsibility for leading and implementing IT Server Management in at least 1 global organization.
- Must have experience of leading the planning and implementation for planned outages (i.e. systems, infrastructure etc.)
- Must have experience of leading and co-ordinating activities for unplanned outages (i.e. systems, infrastructure etc.)
- Must have experience of implementing and improving service management practices
- Excellent interpersonal and communication skills
- Excellent problem solving skills.
- Excellent customer service skills
What we can offer
- Hybrid mode working - 2 days a week working from the office located in Kraków (initially remote)
- UoP/B2B contract
- Private health insurance
- Access to e-learning platform
- Multisport Card
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