Service Management

Decommissioning Management:

• Plan, track, and coordinate decommissioning projects across the organization
• Ensure synchronization of data and status across ADOIT, ServiceNow, and JIRA
• Collaborate with Enterprise Architecture (EA), Agile Tribes, Product Owners, and Project

Managers

• Maintain and update the Decom Roadmap with TCO figures and project progress
• Perform quarterly tracking and reporting of decommissioning activities
• Document all decommissionings by year and type for auditing and reporting

Procurement as a Service:

• Manage procurement as a service product in terms of governance, costs, delivery
• Act as an interface between internal customers, customers, vendors, controlling as well as

procurement teams

• Ensure service data quality in ServiceNow in close cooperation with the Service Portfolio

Manager

• Support Total Cost of Ownership (TCO) calculations and IT service cost transparency for

procurement as a service products

• Service Manager Operation:

• Primary point of contact for IT service levels and issues for customer, Global IT CSM & AZ Tech team
• Responsible for IT Safeguard functions like DPRA, ARAQ, AAP, Pen testing, AMP, various OE

specific statuary audits

• Communicate service interruption, root cause analysis, action plans, capacity/performance trend analysis and issues to agreed business contacts as per defined process
• Responds to client IT requirements as specified in the contract or IT SOA
• From Account perspective, manages matrix of resources and coordinates with client and 3rd

Party IT resources to deliver IT services and solutions to support the client organization.

• Owns quality of IT service provided by the IT delivery organization and responsible for tracking and reporting on service level performance.
• Internal and External Vendor management
• Monitor and ensure SLAs are met, issues escalated and prioritized.
• Establish Service Improvement and Analytics
• Engage with Delivery team and stakeholders to establish service continuity management and

disaster recovery plan management

• Good Understanding of Infra & IT change/release management process
• Collaboration & Coordination:
• Collaborate closely with various stakeholders
• Coordinate with various teams
• Organize and maintain structured documentation (emails, reports, meeting notes, etc.)
• Follow up on outstanding items and ensure tasks are completed post resource transitions

Required Skills & Competencies:

• Technical & Functional Skills:
• Strong contractual understanding (SLAs, service agreements, vendor contracts)
• Proficient in IT Service Management tools (e.g. ServiceNow, ADOIT, ADONIS, Jira)
• Experience in project and roadmap management within an IT environment
• Knowledge of TCO (Total Cost of Ownership) and IT financials

Analytical & Documentation Skills:

• Strong tracking and reporting capabilities
• Ability to analyze service data and drive insights
• Structured and accurate documentation and filing of all activities
• Communication & Stakeholder Management:
• Proven experience in stakeholder engagement (internal customers, vendors, cross-

functional teams)

• Experience working across multiple business and technical teams

Qualification, Experience, Technical and Functional Skills :-

• University degree in Computer Science, Management Information Systems or related
• Recommended to have 10+ years of relevant experience in IT operations with relevant experience in Service Management
• Experience in ServiceNow preferred, additional experience in Service Now CMDB is desirable
• Technical knowledge of on-premises (data centers, virtualization, hyper-converge, security) and cloud ecosystems
• Exposure to
• Working in multi-national teams and across countries and cultures to achieve solutions
• Setting up OR managing global service delivery in a multinational organization
• Knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• Working with teams with internal/external suppliers in a multi-suppliers setup.
• PMP /PRINCE2, ITIL Certification
• A track record of Independent worker but a team -player; self-starter; business-minded; pragmatic; result-oriented with a 'can-do' attitude
• Ability to deliver high-quality results; and takes ownership of initiatives.