IT Service operation manager

Working Location: MASSACHUSETTS, WALTHAM 

 

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The Service Operations Manager (SOM) works as part of the Global IT Service Management function and ensures that the global IT infrastructure and services are running on a day-to-day basis. The Service Operations Manager supports to streamline service processes to ensure successful customer satisfaction. This role manages and monitors the day-to-day operations and works with service providers and internal teams to improve levels of service availability and minimize downtime. Moreover, it includes supporting continuous performance monitoring and implementing a customer-centric business approach as a result of cross-departmental efforts and initiatives and acts as a subject matter expert for infrastructure and basic services within operations and projects.

IT Infrastructure Monitoring

• Orchestrate and control the day-to-day IT operations as part of the overall IT infrastructure.
• Monitor and coordinate the operational processes and third-party service providers to ensure stable, safe and efficient IT operations.
• Oversee the change, incident and problem management process (backlog management) and collaborate with the relevant teams and external service providers.
• Monitor servers, networks, and computer systems ensuring that they work reliably and securely using dashboards and alert management systems.
• Oversee troubleshooting processes by launching alerting processes and coordinating service restoration.
• Oversee the delivery of Global Service Desk and Field Services (Dispatch, Campus, RTB model) functions.

Process Alignment

• Help streamline processes to ensure that support teams have the tools needed to drive customer satisfaction.
• Contribute to the alignment of service operations processes to the change, incident, and problem management processes (including incident logging, prioritization, and task assignment).
• Own the Major Incident Management process and drive for fast resolution.
• Support the development of technical and process standards for IT infrastructure architecture.
• Acts as a global representative for developing IT Service Management policies and procedures. 

SLAs and Performance Management

• Work closely together with the Provider Management to monitor SLA delivery of third-party service provider.
• Manages third party service delivery escalation.
• Work with service provider to improve levels of service availability and minimize downtime.
• Review performance statistics and feed into required reporting dashboards. 

Continuous Improvement

• Help develop a customer-centric business approach with cross-departmental efforts and initiatives.
• Identify technical improvement and innovation potentials for IT infrastructure services and coordinate their implementation with external IT infrastructure service providers and internal application teams.
• Improve the user experience and security of current IT infrastructure services and implement optimization measures together with other departments and external partners.
• Drive innovative and customer-oriented development and standardization of IT infrastructure services

 

Technical Competencies

• Strategic planning - Understand organizational goals and challenges, develop and communicate plans to drive forward the strategy. Contribute to the development of the organization's strategic management framework and ensures adherence by stakeholders.
• Financial management - Monitor and maintain financial records to agreed requirements for compliance and audit. Assist with identifying, calculating and analyzing processes, services, projects and cost components for financial planning and budgeting. Also collate and analyze financial data to support decision-making.
• Methods and tools - Provide advice and guidance to support adoption of methods and tools and adherence to policies and standards. Tailor processes in line with agreed standards and evaluation of methods and tools.
• Technology service management - Manage the delivery of technology services ensuring that agreed service levels, security requirements and other quality standards are met and ensure that processes and practices are aligned across teams and providers to operate effectively and efficiently.
• Service level management - Perform and report on the monitoring of service delivery against service level agreements and maintain records of relevant information. Analyze service delivery performance to identify actions required to m