« IT Service Manager » (m/f)

Responsibilities:

Entity

ArcelorMittal Flat Europe   

Field of activity

IT

Report to

IT Infrastructure Lead

Functional links

No specific

Working location

Luxembourg

•       Mission of the candidat

Responsible for the delivery of project and products, particularly using Agile methods. She/he needs to work closely with the relevant technical team and the rest of the internal delivery teams to support on defining the vision, keep everyone on the right track and ensure common priorities feeding this into the prioritisation of work ensuring that all products are built to an appropriate level of quality for the stage (alpha/beta/production)

Job description

Duties & Responsabilities :

•       Ensure high performing service support functions

•       Owner of the Incident, Request, Change and Escalation processes for Service Integration, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required together with BD local SDMs

•       As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review

•       Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

•       Drive service review meetings covering performance, service improvements, quality and processes Technical

•       Work with the Design team and Local SDMs to evolve and maintain standards

•       Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner

•       Work with IT Sec teams to ensure actions are taken and completed to protect services

•       Work with Apps Development community to ensure full alignment is in place

Education :

·         IT/Engineering/Business Administration

Skills & Specifications :

·     Experienced Service Management and Workplace professional

·     Previous experience on managing projects with virtual teams

·     Service Management or Support in a large-scale and diverse environment of incident

·     Excellent written and verbal communications skills

·     Able to work under pressure and meet deadlines

·     Excellent organizational skills

·     Self-motivation and able to take responsibility

·     Able to manage and prioritize and tasks and time efficiently

Work experience requirements :

•    3-5 years

Langages :

•     English: expert