Windows Service Manager

The Windows Service Manager has overall accountability for defining the windows  (workplace) management service,ensuring services meet the business need and are delivered in accordance with agreed business requirements, and managing the service lifecycle–often in conjunction with a Service Team.

Ensure contracted services (e.g. Change Mgmt., Problem Mgmt., Demand Mgmt., etc.) within a specific area of responsibility on a day-to-day basis. I.e., per service element, service group, or for a specific region. Make certain the implementation of services is aligned with the agreed contracts in accordance to the agreed volumes and standards and assure that contractual obligations are met. Contribute and drives Continuous Service Improvement and ServiceTransitions, as well as act as service related infrastructure expert wherever required.

Performs a broad range of service management operations (including service element management, service catalog maintenance, service management framework application and possible escalations) to ensure that the Windows services are available to the business

•Identify IT service or solution related business goals, objectives, and requirements of the business environment.

•Implement process standards and policies and be responsible for their consistent execution.

•Oversee IT services or solution related performance and delivery indicators.

•May optimize IT service management frameworks for multi-vendor environments.

•Contribute and support planning, budgeting, design, and alignment of service management processes and IT solutions landscapes. Advise the accountable business management of the unit, in all IT Service & SolutionManagement related issues.

•Support customization and the specification of service elements throughout the entire service lifecycle.

•Coordinate SLA/OLAcreation, reviews, and updates.

•Identify and publish service metrics.

•Contributes to the maintenance of all service catalog items and the provisioning of an integrated catalog of infrastructure services. Implement programs and procedures for safeguarding data/information security and safety.

•May coordinate relevant unit and integration tests, and communicate with vendors and service providers.

•Manages complex infrastructure solution/service installations or updates.

•Support or manages change-release processes and implementation of IT security guidelines.

•Identifies IT service or solution problems and seeks resolutions without impact to end user.

•May perform 2nd-level user help desk activities, individual coaching and trainings.

•May contribute to issue management through escalation processes

•May contribute to the implementation of knowledge management standards by gathering, analyzing, sorting, and sharing relevant information.

•Stay abreast of developments in industry regarding IT Technology & Services as well as Solution Management

Bachelor’s Degree in Computer Science, Information Technology or related fields

At least 3 to 4 years of proven working experience as a Service manager in the information technology sector(experience in workplace management is a plus)

• ITILTraining /  Certification

•Working knowledge and Experience in Service Management.

•Knowledge in IT Infrastructure and Applications, specially macOS device management

•Strong presentation and communication skills

•Excellent problem solving and critical thinking skills

•Ability to demonstrate commitment to develop, drive, and manage services in a fast paced environment.

•Excellent written and verbal communications skills, having a medium-high English Language Domain/Fluency(Speaking, Reading & Writing), solid ability to present complex issues to multi-level audiences of Stakeholders.

•Lean / Agile certification is a plus

Mid-Level-As a Scrum Master you live and breathe agile principles. Through these, have the focus to helpbuildhigh-performing teams, be the Servant Leader they need and enable their road to success.

Mid-Level-Ensure that Scrum and other relevant methods are understood and coach them.

Mid-Level-Organize and facilitate the Scrum Ceremonies and Workshops inside and outside the Agile Teams.☒-3. Mid-Level-Focus on the needs of the Team members and enable them to maximize the value delivery to their customer/stakeholders aligned with the organization’s values, principles, and business objectives/strategy.

Mid-Level-Be a change agent not only for the Team but as well for client as an organization, being an active force on our Agile Transformation.

Mid-Level-Guide the team to develop metrics and estimates, and periodically evaluate the process to become better in making predictions and reducing risks.

Mid-Level-Be a promoter of Transparency by raising project/team risks whenever it's appropriate.

Mid-Level-Between 2 to 5 years of proven working experience as a Scrum Master, Agile Coach or other relevant role in the information technology sector

Mid-Level-Certified Scrum Master (e.g. PSM 1 / PSM 2 / CSM)

Junior Level-SAFe knowledge is a plus

Mid-Level-Excellent communication, presentation, and customer management skills with advanced problem-solving skills

Mid-Level-Understanding hybrid environments and backlog management a must

Mid-Level-Consultants to be assigned to the service provide should have advanced communication and presentation skills, both written and verbal, and good negotiation skills.