O2 Manager Offset Contract, Service Mgt Infrastructure,CMTPS

Contenuto del lavoro

Mission

This position mainly focusses on infrastructure components.

The Manager Offset Contract and Service Manager Infrastructure, CMTPS manages the portfolio and plans the delivery of all offset cloud service, and all offset service regarding infra, ensuring that service level requirements are met.

Infrastructure contains the following topics: posting, network, security, end-user computing (including servicedesk) and telephony

• Ensures delivery of the approved demand and monitors and steers the offset (cloud) services managed by ATOS. Ensures its proper functioning, in line with SLA’s and Agfa quality standards

• Manages IT infrastructure project portfolio incl. roadmaps for offset and identifies areas with cost reduction opportunities to improve on, all within the infrastructure domain.
• Retains knowledge inside Agfa on cloud infrastructure services, and uses this knowledge for supporting strategic decisions, technical designs of new solutions, input for end-user training.
• Plans and prioritizes the backlog of change requirements on cloud services
• Provides level 4 support to ATOS
  
  

Function

Offset service operations

• Is accountable for the qualitative functioning of offset infrastructure services in line with SLA’s
• Refines service requirements into statements of work (SOWs) and resulting service-level agreements (SLAs)
• Retains all necessary knowledge on offset solutions and implemented (reusable) components in these technologies, and assures this knowledge is documented by ATOS according to Agfa quality standards
• Cooperates/contributes in infrastructure projects, version upgrades, service pack installations, service request fulfilment, whenever this involves offset services
• Refines, provides input and communicates clear and unambiguous roles and responsibilities (R&Rs) for the services and internal and external stakeholders. (documentation done by ESP)
  
  

Vendor management and delivery assurance

• Maintains a close working relationship with the ESP responsible for managing offset infrastructure services
• Monitors, reports, analyzes and escalates to vendor management in case of deviations from agreed-on SOWs for offset infrastructure services
• Ensures the technical solutions of ESPs are consistent with the IT strategy and architecture
• Coordinates customer support related to CMTPS services
• Responsible for the full systems development life cycle management of projects/programs in offset infra domain: Ensures the development of high-quality solutions at the best possible cost and within the agreed timeframe
• Reviews service provider problems and analyses and validates the accuracy of information and the feasibility of solutions
• Ensures ESPs’ adoption of standard processes, providing training where necessary. Works with the offset business and other resources on projects to take operational decisions, resolve issues etc
• Troubleshoots performance issues and resolves problems with service providers (for example helping to navigate through the Agfa organization)
• Provides input to Head of Offset Solutions and Contract Management on explaining the IT cost related to offset services ensuring cost transparency.
  
  

Performance management and process implementation

• Develops, manages, measures and reports on key metrics as per the agreed contract with the ESP
• Performs end-user satisfaction surveys (transactional and periodic) and develops action plans to address areas needing improvement
• Leverages best practices and tooling for managing offset services to drive efficiency improvement
• Tracks industry trends and maintains knowledge of new technologies in the area of offset services to better evaluate business unit service requests and service provider proposals
  
  

Relationship and communication

• Establishes and maintains close relationships with offset business
• Builds relationships with business and ESP at a strategic level and a tactical level
• Promotes the vision of IT to the business and how IT can help the specific business units.
• Ensures customers have access to essential information (for example user manuals) to operate the systems, coordinating user training activities if necessary
  
  

Strategy and planning

• Actively participates in applicable Business and IT strategy planning sessions to understand vision in offset and provide leadership to ESP counterparts
• Keeps current on the participating business strategies of offset and advises when solutions may or may not be leveraged across the enterprise
• Understands the value of technology in the offset services, works with service providers to identify opportunities for cost reduction and improved efficiencies and reviews service provider solutions.
  
  

Level 4 support

• Provides level 4 support to ESP in case ATOS is not able to resolve incidents / problems themselves
  
  

Profile

• Master’s degree, preferably in IT infra related domain, or equal by experience
• 10+ years of IT and business/industry work experience, with at least 2 years of experience in managing application delivery and support teams.
• Knowledge of existing infrastructure and technology
• Strong understanding in offset business practices/business organisation (approaches, culture)
• Strong change management skills
• Proven leadership skills, you are capable of inspiring stakeholders and building trust
• Focus on results and can adapt yourself in a strong changing environment.
• Good communication skills and fluent in Dutch and English