Job
Description
As the Service Manager for Backup & Storage, your main responsibilities will include: - **Service Ownership & Strategy**: - Own the service vision and roadmap, aligning with the Digital Platform strategy and enterprise capability goals. - Translate strategy into measurable objectives and vendor requirements. - Continuously evolve the service based on performance data, incident learnings, and stakeholder feedback to improve stability, restore times, and user experience. - **Governance & Vendor Accountability**: - Lead the governance framework for outsourced/managed services including contractual follow-up, reviews, risk management, and financials. - Ensure suppliers are accountable for resilience and compliance with SLAs, KPIs, and SLOs. - **Requirements & Service Specification**: - Capture and structure stakeholder needs, translating them into measurable vendor deliverables and change roadmaps. - Prioritize service evolution based on impact, business value, and alignment with strategy. - **Operational Transparency & Compliance**: - Secure operational transparency, ensure clear observability, reporting, and actionable incident learnings. - Drive audit readiness and continuity planning, embedding regulatory, security, and audit controls into vendor agreements. - **Stakeholder Leadership & Experience**: - Represent internal stakeholders in supplier discussions to ensure business value and user needs are reflected in service delivery. - Safeguard seamless ITSM integration and a coherent user experience across enterprise platforms. Your qualifications should include: - Proven experience as a Service Manager or Service Owner for outsourced services. - Deep expertise in governing managed services, vendor performance, and contract steering in an enterprise context. - Strong background in backup & recovery and enterprise storage across on-premises and cloud environments. - Solid ITSM literacy and stakeholder leadership skills. - Familiarity with security, compliance, and audit requirements for infrastructure services. Additionally, it would be nice to have exposure to FinOps/cost steering, an automation mindset, and experience with reliability concepts and observability practices. Who you are and what you believe in: - **Embraces We Culture**: - Customer-focused with a solution-oriented mindset. - Excels in collaboration and building trust-based work environments. - **Curious**: - Passionate about software development and staying up to date with new technologies. - Self-propelled, innovative, and creative. - **Agile Mindset**: - Strong belief in agile ways of working, especially in accordance with SAFe. - Flexible, open to new ideas, and focused on continuous improvement. - **Communication**: - Avid communicator with fluency in both spoken and written English. - Builds compelling presentations and manages stakeholder expectations effectively in a multi-cultural environment.,
