Service Manager

Key accountabilities
• Contribute to managing the lifecycle of IT process (Change, Problem, Capacity…) and assist operational teams in resource planning
• Analyze and resolve IT related issues and queries with the business
• Ensure the necessary supporting documentation report on IT process is accurate and meets the required standards in a consistent, professional and measurable manner
• Create customer reports and perform analysis and regular KPIs
• Advise teams on missing or required information needed to assess the production of internal IT process
• Provide technical support to internal and external users of IT applications and hardware.
• Liaise with senior staff to advise projects of existing demands on the live production services
• Work with customers to ensure Service Level Agreement (SLA) levels are maintained
• Answer performance and capacity issues that affect the live production environment

Your profile
• Strong problem-solving and analytical skills
• In-depth knowledge in either capacity planning, IT problem solving, IT change
• Preferably hold ITIL certification
• Possible Linux, data warehouse (Unix, Oracle) and scripting experience
• Flexibility and ability to work in environments with changing priorities