Service Manager

11 Jul 2016
13 Jan 2017
Contract Type
Full Time
The ABB Global Business Services - Information Systems organization (GBS IS) is a unique unit working on infrastructure services and software development which supports business processes of ABB across the world. Everyday a team of talented developers, infrastructure experts, project managers, service managers and other specialists works on advanced IT solutions which improve efficiency of our company. Currently we are looking for candidates for a position of Service Manager to join our team. The future Service Manager will be responsible for ATLAS - a large management reporting solution which delivers necessary tools and data required by our internal customers. This role will be based in Krakow, but will require coordination with globally spread stakeholders. Minimal travel might be required. The working environment is very diverse, involving many international stakeholders, team members on different seniority level and exposure to upper management.

• Establish and lead a robust and reliable support service organization for ATLAS applications to allow the future growth in scope and business criticality as per Finance Strategy;
• Establish a strong relationship with Finance Business Engagement Manager and business stakeholders, understanding the operational and tactical needs for ATLAS system;
• Provide overall leadership, control and decision-making and take responsibility for the ATLAS operations management teams;
• Report to Finance Domain Delivery Manager on all ATLAS operational issues;
• Be responsible for maintaining a stakeholder communication matrix and proactively manage all service communication, by publishing alerts, news and announcements;
• Coordinate the planning and consumption of the service budget;
• Ensure that ATLAS has the right mix of services to balance the investment in ATLAS with the ability to meet business outcomes;
• Manage proactively the services lifecycle, from introduction service to retirements, securing that services are timely delivered and guaranteeing that the appropriate investment returns are being achieved for the business together with a positive and uninterrupted service user experience;
• Ensure that ongoing service delivery and support organization meet the agreed business requirements operating in close collaboration with ATLAS Stakeholders;
• Assist Domain Delivery Manager in defining the ATLAS Service Level Agreement and Service Catalogue and the corresponding service monitoring & controlling metrics for services and solutions;
• Represent the service operations in the Change Advisory Board (CAB) meetings, providing transparency on operational cost, service performance and service status, communicating service related metrics, budget consumption, and reporting on service status;
• Coordinate interfaces between Support between service catalogue management and other service processes, especially service asset and configuration management, release and deployment management;
• Establish clear Problem Management process to fight ticket volume by detecting re-occurring defects and eliminating these.
• Serve as the point of escalation (notification) of major incidents related to the service;
• Lead major incident & critical situation resolution incl. stakeholder communication (business, delivery, service desk);
• Identify improvement opportunities through a robust Continuous Service Improvements process, foster their review in collaboration with ATLAS product manager to secure them in the official product backlog with a proper prioritization;
• Execute end-user satisfaction surveys to detect end-user usability and satisfaction issue;
• Cooperate and collaborate with Application Owners across domains to optimize the service delivery experience towards business;
• Collaborate with Solution Delivery for complexity analysis, effort estimation and execution of incoming business demand.

• Establishing a strong service ownership across the IS operations multi-vendors environment;
• End-to-end Service accountability independently from where the underpinning technology components, operation support processes or professional capabilities reside;
• Establishing a scalable and robust service model for ATLAS.

• Master's in technical or financial discipline, or equivalent experience;
• IT Professional with 5yrs+ experience, demonstrated experience in successfully running services and/or projects;
• High expertise and proven knowledge within the areas of Service Lifecycle (especially business relationship management, service strategy, service design and operations);
• Fluent spoken and written English;
• Proven Team leadership and good facilitation and consensus building skills required;
• Good working knowledge of infrastructure and application architecture;
• Experience working in a multi-national organization and having good cultural sensitivity awareness;
• Thorough knowledge of IT service management concepts (ITIL Foundation v3 certificate at minimum);
• Good knowledge of the business intelligence solutions;
• Experience in management reporting tools and techniques;
• Good understanding of the Big Data concept;
• PMP, Prince2, SCRUM Master or equivalent will be a plus;