IT Service Management

2 miesięcy temu

Kraków, Polska EVERUPTIVE SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ Pełny etat

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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