IT Service Manager for HR Domain

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Job Description:

As IT Service Manager you are responsible for the design, integrity, quality, as well as service operations optimization of a portfolio of IT solutions/applications and the associated IT services delivered to Business and/or Support Functions. You are responsible for ensuring the IT solution/service provides the required functionalities and meets the expectations of Business and/or Support Functions. As an IT Service Manager, you need to closely collaborate with project teams and actively contribute to project set-up and its successful delivery and transition to BAU.

Main responsibilities

• Build, deliver, manage a portfolio of IT solutions/applications and underlying services as advised.
• Own the portfolio delivery: accountable end-to-end for the delivery of services within the Domain.
• Manage strategical development of application service portfolio considering IT guidelines, architectural design, and business orientation. 
• Execute the IT solution/service delivery utilizing the internal IT delivery units and IT operations team members as well as external 3rd party IT service suppliers in a “core and flex model” as advised. Deliver an IT service or support within appropriate domain or subdomain for IT Solutions to relevant customer group ensuring execution of requirements within budgeted costs and time schedule.  
• Review Service Level Agreements (SLAs) and corresponding service monitoring & controlling metrics to identify rightsizing opportunities.
• Collaborate with other IT Teams & Domains, as well as Architecture & Innovations to take advantage of and implement new, disruptive technologies.
• Responsible for sizing, staffing and managing of the product teams (application managers, solution architects, business analysts, etc.).
• Define and maintain product team processes.
• Accountable for the performance of product teams. 
• Responsible for budget for service portfolio. 
• Evaluate new demands and proactively promote application portfolio strategy towards business. 
• Build and maintain business relationships with stakeholders, aligning drivers and objectives.

Requirements

• At least Bachelor's degree in Information Technology, Information Systems, electrical engineering, mechanical engineering or a related field.
• Certifications such as ITIL, Lean six sigma and PMP are a plus.
• Knowledge of Workday, ServiceNow is recommended.
• Knowledge of Compensation, Pension & Benefits topics and business processes is recommended.
• 5+ years of proven experience as an IT Service Manager or a similar role in HR domain.
• Excellent leadership, business stakeholders and team management skills.
• Excellent problem-solving skills, ability to troubleshoot / understand an issue promptly.
• Ability to work independently, collaboratively and thrive under pressure.
• Ability to articulate and express your ideas in a clear and simple way.
• Strong analytical and conceptual thinking.
• Good knowledge of data security and privacy regulations, particularly GDPR.
• Strong Customer, Team and Delivery focus.
• Strong sense of responsibility for end-to-end delivery.
• Fluency in English (written and spoken), solid working experience with geographically dispersed teams and cultural backgrounds.