Be accountable for incident, problem and operations management for the services and applications in scope; responsible for major incident and crisis management;
Manage the SLA/OLA’s with the key business partners and/or external providers to ensure IT services are delivered according to business needs and expectations;
Manage day to day delivery of services in order to achieve the agreed SLA’s;
Monitor and measure performance of IT services and recommend changes/improvements where needed;
Provide quality and operational review reports and detailed descriptions or reports where necessary;
Be involved in projects transitioning IT services into production;
Build strong relationships with all Euromaster stakeholders providing constant transparent communication with regards to IT services within the domain;
Manage all operational services incidents being involved in all aspects of solution finding;
Possess high customer service skills and a very good analytical thinking;
The processes are executed in a coherent way between the different countries;
Efficient collaboration between the roles involved in service delivery;
The KPI’s necessary to monitor the process implementation and their performance are defined;
Regular monitoring of the IT services assets;
Facilitate the changes in the run activities (for existing products or services or newcomers) on request of the service transition entity;
Risks are anticipated and duty to alert is performed;
Develop support framework training materials, set training schedule for the support groups members and perform trainings in the area of ITSM.
