SERVICE MANAGER

Eviden, part of the Atos Group, with an annual revenue of circa € 5 billion is a global leader in data-driven, trusted and sustainable digital transformation. As a next generation digital business with worldwide leading positions in digital, cloud, data, advanced computing and security, it brings deep expertise for all industries in more than 47 countries. By uniting unique high-end technologies across the full digital continuum with 47,000 world-class talents, Eviden expands the possibilities of data and technology, now and for generations to come.

Ensure contracted services within a specific area of responsibility (E.g., per a service element, a service group, or in a specific region) on a day-to-day basis.

Watches over the implementation of services aligned with the agreed contracts, according to agreed volumes and standards, and assures those contractual obligations are met.

Contributes and drives Continuous Service Improvement and Service Transitions and acts as service-related infrastructure expert wherever required

Main objectives are:

• Knowledge of MAC OS and MAC environments, system settings, integration with Microsoft, etc.
• Knowledge of software: JAMF, Azul Zulu, LanCrypt, AirID, Crowdstrike, Display Link and ZScaler is a advantageous.
• Strong orientation for Service Management and efficiency in problem solving
• Requirements to include the ability to learn quickly, work autonomously, and address any issues that arise.
• Should be a Detail oriented individual.
• Guarantee service quality (E.g., incident, problem, performance, capacity, or escalation management)
• Point of contact for the respective service or process
• Continuous service improvements
• Provisioning of technical service expertise
• Contributes to projects, POCs, service transitions/migrations, and service development activities Tasks Perform a broad range of service management operations (including service element management, service catalog maintenance, service management framework application and possible escalations) to make sure that given IT service or solution resources are available to the business.
• Identifies IT service or solution related business goals, objectives and needs of the business environment.
• Implements process standards and policies and is responsible for their consistent execution. • Oversees IT service or solution related performance and delivery indicators.
• Serve as the Service Integrator by ensuring providers are meeting agreed to service levels
• Could optimize IT service management frameworks for multi-vendor environments.
• Contributes and supports planning, budget assistance, design, and alignment of service management processes and IT solutions landscapes.
• Advises business accountable management within the service, in all IT Service & Solution Management related issues.
• Supports customization and the specification of service elements throughout the entire service lifecycle.
• Contributes to the maintenance of all service catalog items and the provisioning of an integrated catalog of infrastructure services.
• Implements programs and procedures for safeguarding data/information security and safety.
• Could be asked to coordinate relevant unit and integration tests, communicates with vendors, and service providers.
• Manages complex infrastructure solution/service installations or updates.
• Supports 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 the management of issues through escalation process
• May contribute to the implementation of knowledge management standards by gathering, analyzing, sorting, and sharing relevant information.
•  Keeps abreast of industry developments related to IT Technologies, Services, and Solution Management.
• Typically reports to an IT Manager or Team Leader.

Let’s grow together.