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Digital Service Manager

Kraków, małopolskie

HRO Recruitment

Opis stanowiska pracy

Digital Service Manager

Location: Kraków

 

 Key Accountabilities:

Work with DevOps enabled cross-functional teams to support best practice incident and problem management, change and release management and monitoring, logging and alerting for both production and non-production environments

Producing DevOps and Service Management metrics and reports

Ensure effective end-to-end service delivery of services through day-to-day interaction with established IT and Product teams:

­ Building and maintaining great working relationships across all internal and external stakeholders

­ Identify any necessary changes to the contingency / resilience requirements during the life on a service

­ Managing the demise of any components or services that are no longer required

Support the cross-functional teams with the transition to live – service acceptance process

Ensure the IT Service is meeting expectations:

­ Support and promoting a culture of continuous monitoring by recording and publicising a services performance against stated service quality attributes

­ Take responsibility for responding proactively to deviations from agreed quality standards

­ Review business satisfaction levels with the Business and Markets

Act as primary co-ordination point for service issues escalated by external support teams

­ Driving incident resolution – technology or process, across technology teams, stakeholders and management where required

­ Being accountable for the Service Excellence and Problem Management processes

Support and promote a service culture which actively champions customer needs and lean agile principles whilst balancing against internal controls within digital

Facilitate regular capacity reviews

­ To include all necessary Capacity Planning SMEs and Business Managers

­ Ensure all stakeholders understand the need for accurate capacity planning and the costs of resources provided to meet business demand

­ Ensure cost justification for any increase in capacity requirements

­ Measure and monitor consumption and variances from plan

­ Identify and promote opportunities for performance tuning, improving operational integrity or reducing costs

­ Ensure you contribute to the rates calculations to accurately assess the consumption growth through the next billing year

Support adherence to group standards:

­ Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with the Group Operational Risk FIM

­ Ensure that cross functional teams are aware of changes to the control landscape within HDS and that any changes to service architecture and design as a result of changes to the control landscape are incorporated in the project backlog of the relevant service

­ Foster a compliance culture and implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training are in place and training is provided, and optimizing relations with regulators

 

Requirements:

Sound knowledge of ITIL, Agile and DevOps including experience of Incident Management, Problem Management and Change/Release Management

Fantastic experience with ALM tooling such as App Dynamics, New Relic, Splunk, and Jira

Previous technical background with the ability to drive conversations around technology stacks

A proven track-record of developing and delivering service improvements

Proven and extensive experience of service management & application production support with knowledge of service recovery, incident and problem management, IT Service Acceptance and Path to Live processes

Experience using service management, service monitoring, knowledge management, communication and workflow tools e.g Confluence, Jira Service Desk, etc.

Experience working in a DevOps environment

Availability to undertake travel both domestic and international as required

A flexible & committed approach, a willingness to work outside of core hours as required to provide Application Support at a global level is essential

Relevant product knowledge including knowledge of Internet Banking propositions or other customer facing applications, services or infrastructure is desirable but not essential

Role relevant qualifications, i.e.ITIL, Service Management qualifications are desirable but not essential

Past working experience in a relevant role, i.e. Service Delivery Manager, Account Manager, Proven experience of Application Support, Change and Release Management, Service Transition, Service Introduction or Service Management is desirable but not essential

Strong communication and interpersonal skills to develop relationships across the business, stakeholders and technical teams

Strong decision maker and proactive self-starter

Excellent negotiation skills

Proven analytical skills & ability to deal with complex & technical data

 

We offer:

Stable job in professional team

Competitive salary

Consistent scope of responsibilities

Private health care, employees' benefits

An unique challenge to work with comprehensive IT platforms and technologies

Application specific and IT Trainings

 

Prezentacja firmy

HRO Recruitment to brand firmy HRO Personnel, dynamicznie rozwijającego się dostawcy... usług w obszarze rekrutacji i zarządzania zasobami ludzkimi (numer wpisu do rejestru 6696). Świadczymy usługi w zakresie realizacji projektów z obszaru zarządzania zasobami ludzkimi – w tym usługi rekrutacyjne na wszystkie szczeble zarządzania, pracy tymczasowej, outsourcingu kadrowo-płacowego oraz outsourcingu personelu.   Rozwiń

Informacje dodatkowe

Ostatnia aktualizacja:
22/05/2019
Wymiar etatu:
Pełny etat
Rodzaj umowy:
Na czas określony
Liczba wakatów:
1
Min. doświadczenie:
Od 5 do 10 lat
Min. wykształcenie:
Średnie ogólnokształcące
Branża / kategoria:
Praca IT - Project Management
Zapisz ofertę
do góry