WBS IT-Service GmbH: Service Delivery and Operations Manager (m/w/d) in Magdeburg

Оccupation: Operations manager

make IT happen!

WBS IT-Service GmbH not only offers hardware and software – our focus is on customers with their individual circumstances and needs. Since 1990, as an IT system house, we have been supporting companies and organizations in the tailor-made design and use of their IT landscape. Together with our customers, we define the scope, quality and nature of the managed services we provide and thus assume responsibility for defined operational tasks around the IT and business processes of our customers. To expand our existing team, we are looking for a Service Delivery and Operations Manager (m/w/d) in Magdeburg. You have multiannual professional experience in the field, know you well with ITIL and IT-specific individual contracts and have a excellent customer and service orientation? Perfect! Join us and testify to the numerous possibilities of development that are open to you.

Your new task:

• Service Operations Management: You make sure that all contractually agreed service-level agreements and KPIs are complied with by our customers. For this, you monitor and control the operation of IT infrastructures, systems and services with our customers and identify and resolve problems to avoid service interruptions in close coordination with our internal teams. You create service catalogs, performance certificates and process descriptions and develop measures to continuously improve service quality, which you also implement.
• Service Delivery Management: You control the IT service provision according to the service-level agreements agreed with the customer, responsible for the planning, monitoring and tracking of the service delivery and coordinates internal and external teams for smooth operation. In addition, you will review and optimize existing service processes with our customers based on ITIL or other standards.
• Incident and problem management: You support the prioritization, escalation and tracking of incidents according to ITIL processes, perform Root Cause analyses and initiate troubleshooting measures. In addition, you coordinate the emergency plans for critical incidents and start Major Incident Reports for service reviews.
• Change Management: You support the planning, evaluation and coordination of changes in the IT environment of our customers and work closely with them and with our internal teams in implementing change requests.
• Customer communication and reporting: You are responsible for direct communication with our customers on all operational topics and escalations, as well as regular service reports and analyses, advises our customers on operational optimizations and further developments and guides the Service Review Meeting and, of course, also logs the results.
• Process and quality management: You establish and optimize IT service management processes based on ITL and our internal project management manual and ensure compliance with corporate policies and regulatory requirements, such as EVB-IT. For this purpose, you take over the monitoring and reporting for all relevant service characteristics, as well as quality assurance and escalation management for services provided.
• Technology and innovation management: You'll explore technological trends and evaluate their relevance for existing services. In addition, you are actively working on the further development of our services.

This is what you bring:

• Complete study of economic informatics, a comparable course of study or completed training as a specialist informant.
• Multiannual professional experience in the above-described task field.
• Excellent knowledge with IT service management frameworks, such as ITIL, ISO/IEC 20000.
• Contract knowledge, in particular in the areas EVB-IT (additional terms of contract for the procurement of IT services), public procurement law and IT-specific individual contracts, such as service, outsourcing and framework contracts.
• Good operational knowledge and a basic technical understanding of IT infrastructure and IT security.
• Understanding operating processes and organizational structures.
• Strongly pronounced Communication and problem solving skills, creative competence and enforcement strength.
• Embossed customer and service orientation.
• Ability to act calmly and targeted in stress situations.
• High level of initiative and organizational talent.
• German and English skills.

We offer you:

• An open corporate culture: We are a strong team of dedicated employees and meet at eye level. The doors to the management are literally always open. We are constantly working to improve our communication and our internal processes.
• Flexible work, both on site and hybrid. We have confidence working time and possible overtime are compensated for by leisure.
• A fixed integration programme, supervised by at least one experienced mentor: After the first days, where you will mainly be busy with organizational things, training and knowledge-based rounds, you will enter the daily business directly. Your mentor will provide you with intensive support in the process of incorporation so that you can achieve sustainable learning effects from the outset. In addition, more than 200 helpful colleagues are available to help you with your new tasks.
• Targeted training in consultation with our Education Manager: Together we develop an individual development plan and support you in achieving your professional goals. The implementation is carried out internally or in the form of one of our numerous specialist and executive trainings by external providers and certification partners.
• Modern Workplace: By default, you will receive a notebook, a service phone and a mobile headset – regardless of your location or position. All workstations in the office are equipped with two monitors each. For your health, our desks are height adjustable, the keyboard and mouse are ergonomic on request.
• Beloved Benefits: The possibility to use Company car, Job bike or Job ticket – also private. If necessary, you can also enjoy a kindergarten grant or a conversion of a wage share to VWL and BAV. Other Incentives such as corporate and team events, Discounts at the Corporate Benefits Advantage Portal, free fruit and drinks, special attention to birthdays and anniversaries. There is also the possibility of a Sabbatical.

Get in touch with your current CV (via Apply Contact Form) and experience real teamwork. We look forward to seeing you!

Personal formulations must be considered gender-neutral and apply to m/w/d.

Tags: Service Delivery Manager, Service Operations Manager, ITIL, IT Service Management, Security, Software, Quality Management, Security, Web Service, Webservice, Business Informatics, Hardware, Data Protection, Quality Assurance, Quality Engineer, API, Service Management, Quality Manager, Service Manager, Quality Control, Recommendation Federation Source/Application via: [https://www.commsbund.de/jobs/281168/service-delivery-and-operations-manager-m-strich-d-in-magdeburg](https://www.commsbund.de/jobs/281168/service-delivery-and-operations-manager-m-strich-d-in-formdeburg#

Short information about the company

WBS IT-Service GmbH is one of the leading cross-brand service providers in Central Germany. With coordinated consulting and service services, we as a competent and reliable partner support our customers in the establishment and optimization of IT-supported business processes and system operation. As a service provider, we see our core competencies in planing, providing and maintaining high-availability IT solutions under the respective requirements of our customers.

Joblocations:

04109 Leipzig, SACHSEN, GERMANY

39112 Magdeburg, SACHSEN_ANHALT, GERMANY