Manager IS Service Level - Operations

Functieomschrijving::
- Manage Mazda Europe IS operations activities - Mazda resources & HP service provider - to meet defined performance and availability objectives. - Provide a customer oriented, cost effective, reliable and efficient IT service that ensures that IT infrastructure - Ensure the transition of applications and services are managed from programmes and projects into the Service Delivery organisation - Provide leadership and technical guidance to operational service personnel - Communicate with the outsourcing vendors, consultants and contractors. - Build services relationships with outsourcing vendors. - Takes responsibility for ITIL Service Level Management for IT services overseeing the specification of services, leading regular interval service review meetings. - Ensure efficient and prompt handling of all changes to the infrastructure in order to minimize the number and impact of any related incidents upon service - Ensure the provision of adequate disaster recovery and business continuity according to business needs. - Follow-up on technical incidents, direct staff and decide on possible solutions - Analyse incidents and proactively find and suggest solutions whether they be in Service Delivery or Development. - Analyses the architectural / technical impact of projects and develops solutions in coordination with the service provider - Ensures proper capacity management - Define service level agreements related to contracted services. - Ensure SLAs are achieved and client expectations are met or exceeded. - Create and maintain a catalogue of available services and uses this as a basis for SLAs. - Ensure relevant reporting for agreed SLAs, regular and adhoc, internal and external. - Ensure that internal and external suppliers meet their obligations, working with the Service Delivery Manager and the Supplier Relationship Manager respectively to rectify poor performance through a cycle of agreeing and monitoring service performance and instigation of actions to eradicate poor performance. - Maintain and improve service quality, developing customer satisfaction and ensuring that operational IT services meet customer requirements by continuous review of needs. - Takes responsibility for a programme of continuous service improvement, based on industry best practice and benchmarking against other high performing organisations

Profiel:
- Degree in information management, information technology or similar. - minimum of 7 years professional experience in the IT business - Very significant experience across a wide range of technical IT concepts (SAN/NAS storage, blades, processing power, clustering techniques, layered applications, database technology, .) - Proven experience in outsourcing projects - Proven experience of working in a service management environment. - Willing to participate in on-call schedule for services coordination/ escalation - Proven experience of working with and managing outsourced suppliers. - Proven experience in leading a multi disciplinary team - Knowledge of emerging technologies - Fluent in English - Very good communication, presentation and negotiation skills - Experience of budget management - Ability to use a wide range of analytical and problem solving methodologies - Ideally ITIL certificate or at least proven knowledge

Aanbod:
Mazda is a young, dynamic, rapidly growing and challenging company. What is more, it is very conveniently located. Besides an attractive salary, supplemented by extralegal benefits such as luncheon vouchers, insurance, you work within a variable working hour system.

Contacteer ons:
Do you have that 'can do' attitude that is vital to Mazda? Do you want to experience the Zoom-Zoom feeling personally? Please send an up-to-date English résumé by e-mail to schevernelsc@mazdaeur.com .