End User Services – Service Delivery is responsible for the delivery of services and support within Outokumpu that covering many areas, including Service desk, PC support, Skype, email, video conferencing and identity management.
We are currently looking for a Service Manager to manage the delivery of IT services relating to file management, printing and solution output as we adopt new ways of working and process within Outokumpu.
In this position you will be responsible for the efficient and effective delivery of services in line with approved policies and specifications that ensure a person can carry out their duties. File management covers the overall management of the solutions used by individuals and teams to store use and share files as needed using conventional file servers and cloud based solutions. Printing covers our overall printing standard solutions including the multifunctional device lifecycle. Output management covers any other method of system output that may develop during business transformation and changes inways of working e.g. output using PDF, email, etc. You will also ensure agreed processes and standards are implemented and followed, and take an active part in delivering service improvements to increase efficiency and customer satisfaction.
Duties and responsibilities
Ensure services delivered within the responsibility area meet or exceed expectations
Communicate and coordinate with stakeholders in all aspects of service delivery (Stakeholder examples include:- Business Managers, Process Owners, Solution Owners, other Service Managers, Architects, etc)
Work with stakeholders to set service targets
Steer, manage and/or assist with creation or annual re-negotiation of SLAs
Steering and management of SLA/OLAs across the organisational structure as required
Creation, Renewal and Review of Internal / External service provider agreements
Steer, manage and assist with creation, and monitor SLA budgets
Follow-up financial results within responsibility area
Proactively review the use of the Business Solutions and propose improvements
Steer service development to match Outokumpu wants and needs
Steer and lead continual improvement activities
Overall change & release management within responsibility area
Manage review meetings and report target results to stakeholders
Set, cascade, measure and follow-up key Performance Indicators
Customer surveys as required
Security and Quality Assurance follow-up
HR responsibility for direct reporting people
Qualifications / Experience
Education: an academic degree or relevant qualifications required
5 years of relevant Service Management experience
Experience of presenting and negotiating with all levels within an organisation up to board level.
Track record for Service Delivery excellence and in achieving the highest levels of customer satisfaction.
ITILv3 qualified – Minimum Foundation Level
Experience of service architecture, methods and processes.
Management of service delivery negotiation activities.
Commercial, financial and risk management
Well-developed customer relationship skills.
Operational team management skills.
Excellent interpersonal and Communication skills
Ability to work under varying degrees of pressure with a flexible approach
Self-Management, Motivated, Proactive and Flexible
Knowledge of Outokumpu business operations.
Language: Native language + good knowledge in English, both spoken & written.
For more information please contact:
Head of End User Services
Mob: +44 7715541100
Please submit your application latest by 30th April 2018 through this link.