Skype Service Manager


Oil and Gas

Achtergrond opdracht

Purpose & Accountability
The Skype - Operate Landscape Manager (OLM) is end to end accountable for the Skype Enterprise Service within the Workspace Landscape. The Skype OLM will assume responsibility for the delivery of the day-to-day, E2E Skype Service, in line with the agreed Service Levels and/or Operate Level Agreements. The Skype OLM will work closely with the other OLM’s in this Global Team and act as a backup for one of the other OLM’s during leave or absence.
Responsibilities include but are not limited to:
• Owns the service in the Service and Request Catalogue (ServiceNow)
• Drives Incident/Problem resolution by assisting in key operational activities in terms of delivery, fixes, and supportability with operations staff and/suppliers.
• Monitors Service Level/Capacity/Availability Management
• Manages Service Reporting by Supplier and LOI to meet business needs
• Drives Continuous Service Improvement initiatives
• Manages the service specific IT controls incl. audits
• Manages the demand and financials (COBACHI, Annual Budget Review)
• Secures integration within wider landscape of enterprise services
• Is the Single face to the business for escalations incl. systemic issues
• Engages Supplier Delivery on systemic issues with supplier service
• Initiates stakeholder communications (incl. End Users when required with support from the Change & Engagement Team)

Additional responsibilities
• Escalation point for operation-related issues
• Ensure sign off readiness for Supportability & Transition for Operations (agreement to deploy, agreement to operate)
• Assist the Lead/Senior OLM with managing the demand, incl. financial impact, for Operate landscape, and as such for all the components in the landscape
• Ensure new application services are written into Service Level Agreements and Service Catalogues in a consistent way
• Be responsible for the execution/deployment of releases and approval of changes for the Workspace Landscape
• Support the Lead OLM to effectively represent the Operate organization to the stakeholders
• Promote a Continuous Improvement culture within own scope of accountability (within the team and 3rd party suppliers)

Functie eisen

Technical Skills and Experience
The Skype OLM must have experience with the below outlined areas:

• Operational knowledge of Enterprise IPT and Skype for Business environments
• General understanding of / experience with MS Teams
• Advanced Excel and Access experience
• Operational knowledge of Active Directory
• Ability to run/create PowerShell Queries
• PowerBI experience is an advantage
Soft Skills and Experience
• Typical Years of Experience: 6 to 8 years of IT experience in a corporate setting
• Ability to operate in a global, virtual cross cultural organization, working in different time zones.
• Strong interpersonal and communication skills.
• Be familiar with Supplier Management
• Be adaptable to new technologies and ways of working
• Ability to influence others and work through others to deliver the desired results
• Skilled/Awareness in IT Service Management & Integration Solutions
• Skilled/Awareness in Development and Management of Suppliers

Opdracht informatie

Interested? Please send us asap your recent CV + a motivation for this role, both in English, together with your availability/planned vacations and all-in hourly rate VAT (BTW) excluded.

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