Head of IT Service Management

Mondia Media

Später bewerben

We're looking for a candidate to fill this position in an exciting company.

  • Lead a team of IT Service Managers
  • Monitor and manage SLAs / SLA fulfillment
  • Drive optimization of the broader Service Desk support model and eco-system by formalizing process and engagement mechanisms with multiple external and internal stakeholders
  • Ensure adherence to and continuous improvement of processes and procedures relating to analysis, design, development, implementation, configuration, and full life cycle management.
  • Building and implementing observability for applications health/performance/capacity”
  • “Automate toil work”.
  • Maintain a portfolio of all items within your area of responsibility ensuring all components have a clear development roadmap, risk status, and clearly documented support and maintenance support agreements and arrangements.
  • Establish and review relationships with third party suppliers and support organizations to ensure that all aspects of the service are supported effectively and efficiently.
  • Influence locally based colleagues and global counterparts, creating trusted relationships and driving higher levels of engagement and service satisfaction with our colleagues.
  • Develop the IT team professionally through guidance, coaching, and associated performance management to maximize performance and engagement.
  • Drive improvements & innovations and collaborate with multiple global stakeholders and support functions across Mondia to reduce Service Desk ticket volume and business disruption caused by IT outages.
  • Be an active part of the 24/7 on-duty service.

  • Bachelor’s degree within the IT field plus 5+ years of relevant industry experience
  • Track record of improving standards and processes while driving efficiencies.
  • Professional experience in current IT technologies and latest industry trends
  • Extensive experience with tools like Freshdesk, Jira, NewRelic, Slack, Office365, and dashboard solutions.
  • Expertise in the field of IT security, data protection, auditing, and business continuity processes
  • Solid background in IT operations and an excellent understanding of ITIL methodologies with an ITIL certification
  • Solid experience with deployment and monitoring of highly scalable products
  • Experience in the fields of SRE, DevOps, or production engineering
  • Experience with SRE best practice, working knowledge of observability principles is a big plus as well as the ability to led and mentor other engineers in the team for SRE best practice.
  • Target driven, enthusiastic, hands-on mentality, and self-motivated.
  • Strong planning and organizational skills for our future growth and development
  • High energy and comfortable working under pressure
  • Ability to take initiative, inspire, and motivate those around you.
  • Strong written and verbal communication skills (German and English)
  • Experience in managing and leading a tech team.
  • Responsible for mentoring, guiding, and retaining a high function team.
  • Strong problem solving and organizational skills.
  • A natural at building relationship and trust.
  • Advanced facilitating skills.
  • Strong communication and conflict resolution skills.

Später bewerben

Stellenangebot in: Hamburg