Job
Description
As an experienced Service Owner, you are entrusted with overseeing the document management solution, particularly focusing on M-Files, during the absence of the permanent holder. Your role is critical in ensuring the continuity, stability, and performance of our document management services and supporting ecosystems. You will play a key part in enhancing our IT operations and support services. Key Responsibilities: - Ensure effective operation and service delivery of the document management application M-Files, along with its integrations with our application portfolio such as Shared Drive and Sharepoint, including incident handling and performance management. - Act as the liaison between business and technical stakeholders to ensure that the solution aligns with evolving business requirements. - Manage external vendors to ensure contract compliance, timely issue resolution, and alignment with SLAs. - Maintain appropriate documentation concerning the solution architecture, configuration, operational procedures, and integrations. - Monitor and manage software licensing to ensure compliance with terms. - Drive incident and problem management processes, including root cause analysis and implementation of long-term fixes. - Plan for changes, enhancements, or transformation in the lifecycle of the solution. - Ensure service governance and compliance with IT policies and processes. - Collaborate with stakeholders to shape the services roadmap in alignment with organizational strategy. - Identify and implement changes to enhance service capabilities, user experience, and operational efficiency. - Participate in centralized knowledge strategies to ensure data accuracy and accessibility, reducing business silos without compromising security standards. - Measure and enhance key service KPIs such as resolution time and user satisfaction. - Provide specific reporting and analysis on service quality, usage, and satisfaction. Qualification and Experience: - Bachelor's degree in Information Technology, Computer Science, or a related field. - Proven experience as a Service Owner or similar role, with a strong IT Service Management background and application ownership in documentation environments. - Proficiency in M-Files (Implementation, configuration, administration). - Ability to manage vendor relationships, including contract and license management for document management applications. - Familiarity with ITIL framework, SLAs, and service lifecycle management. - Excellent communication skills to engage stakeholders and translate business needs into technical solutions. - Strategic problem-solving abilities with technical expertise, capable of leading through ambiguity, innovation, and changes. - Previous experience in transitional roles focused on business and operational continuity. Skills and Behavioral Competencies: - Customer-centric approach with a focus on user satisfaction. - Proactive and results-oriented mindset with an emphasis on continuous improvement. - Strong analytical and problem-solving skills in a technological environment. - Effective communication skills to build relationships with stakeholders. - Passion for technology and willingness to learn new skills. Language Skills: - Fluent English (spoken and written). Expected Skills: - Microsoft Sharepoint - ITIL - M-FILES,
