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Global IT Service Manager

Stada IT Solutions



ugovor puno radno vreme

STADA IT Solutions has been established with a goal to provide IT services to entire STADA Group Worldwide.

Job advertisement

Global IT Service Manager (f/m)


Your responsibilities will include:
Professional Tasks

Ownership of the IT Service Management processes

  • Responsible for the IT Process implementation and adoption according to the organization maturity level
  • Initiating and owning projects to implement new processes and/or improvements to existing ones, including the governance structure
  • Acting in a role of the Critical Incident Manager
  • Tracking and following relevant process KPI’s

Supporting, managing and optimizing internal service delivery readiness

  • Creating and management of IT Service Catalog and CMDB (Configuration Management Database)
  • Providing leadership to the staff and the virtual teams within the Service Management value streams
  • Working with the clients and IT Infrastructure teams to identify and manage service improvement activities
  • Responsible for defining and optimizing operational procedures and policies in IT Infrastructure Office
  • Responsible for defining and optimizing the interfaces and OLA’s between IT Infrastructure and other offices
  • Communicating the vision of ITIL process implementation across the organization

Relationship to the 3rd party vendors and partners and internal delivery teams

  • Responsible for the governance with IT Operation vendors in STADA markets, including defining Service Level Requirements towards them as well as to internal teams and following up on SLA execution
  • Running Service Management Meetings with Infrastructure Operation vendors

Relationship to the business (Organize day-to-day service delivery including):

  • Representing IT Infrastructure at Service Delivery meetings
  • Tracking, prioritizing and reporting on Demand requests and IT Infrastructure resource engagement on projects
  • Participating in projects where required and provide input into the design and development of systems and processes to meet business requirements
  • Maintaining strong customer relationship and managing customer feedback

Reporting on service delivery activities including:

  • Building service delivery reports and tracking relevant process KPIs
  • Creating other reports and presentations related to the area of responsibility
  • Being able to present in a clear and understandable way to different stakeholders

Participation in vendor selection processes

  • Creating RfP for selected initiatives and projects and providing technical recommendations and vendor selection support
  • Maintaining relationship with key vendors in the company’s IT Infrastructure portfolio
  • Ensuring involvement of external teams such as Security, Sourcing, Legal in RfP process

Financial management

  • Creating business case for the proposed IT Infrastructure improvement initiatives
  • Providing financial information for the annual budget; identify cost reductions / optimizations

Your qualifications:

  • Bachelor or Master Degree in Computer Science, Engineering or a related discipline with an information technology focus, or relevant experience within the industry
  • Minimum five years of experience in IT Service Management implementation projects, ITSM roles and IT team lead roles
  • Expert ITIL knowledge with experience in practice and ITIL certification
  • Experience in creating process documentation, guidelines and operational procedures
  • Experience in managing Service Delivery teams
  • Experience in IT contract negotiations and setting Service Level Requirements
  • Experience in project management is desirable
  • High degree of flexibility and ability to work with employees at all levels of the organization with diverse backgrounds
  • Good skills in reporting and follow-up
  • Presentation skills and communication to senior stakeholders, ability to balance the long-term "big picture" and short-term implications of decisions
  • Very good strategic, solution and cost-oriented thinking
  • Analytical in approach to problem solving with a focus on managing in a team environment with attention to results and with a sense of urgency
  • Strong desire to drive change, and ability to adapt to change quickly. Strong consulting skills (relevant/technical); recognized as a thought leader within the company
  • Relevant industry certifications are highly desirable
  • Fluent language skills English (additionally German is an advantage)

Deadline for applications: 02.05.2020.

Stada IT Solutions

Shared IT service center for STADA group.
STADA IT SOLUTIONS has been established as a member of STADA Group in 2013. It has been conceived as a new IT shared service center, with the headquarters in Vršac and a branch office in Belgrade. This IT center, which employs top professionals and helps future professionals grow, is responsible for implementation and providing support to all SAP and Microsoft projects in the entire STADA Group worldwide.
STADA IT Solutions is responsible for implementation ... Saznajte više

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"As a dedicated German philologist with a strong background and numerous professional experience in international business, Marija Jokić is supporting management of STADA IT Solutions in the planning and ... " Pročitajte celo iskustvo


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