Service Tools Manager
Scope of Responsibility: The Service Tool Manager is responsible for managing the maintenance, development, evaluation, selection and implementation of the service tools used for IT services, monitoring the effectiveness of tools usage, performing capacity planning in anticipating future demands, making recommendations on performance tuning and improvements, working with IT Training and Communication to promote the use of IT service-related tools and documentation, and developing team skills in providing best of class services. Job Summary: The Manager of Service Tools is accountable for overseeing the daily maintenance and operation of the tools, such as Incident, problem, knowledge management, etc used to provide IT services to end users. Years of Related Experience: 5-10 Years Travel Requirements: 25% Job Requirements: Minimum eight (8) plus years proven track record in a large global IT service support environment with specific emphasis on service tool team management; A minimum of 5+ years of managerial experience in managing service tool team strongly preferred; familiarity with the ITIL Processes being supported. Proven customer support experience (at least 4 years) in a large global IT service support environment with a particular emphasis on the use of service tool management processes and related disciplines An understanding of Service Level Agreements and their application Strong background in global outsourced environments Ability to learn in-depth knowledge of a wide variety of hardware and software system, and business unit mission-critical functionalities and dependencies. Highly developed analytical skills with the proven ability to perform in a fast-paced environment and under time constraints while keeping attention to details Excellent communication skills (both oral and written) Excellent analytical and fault finding skills Strong team building, teamwork and collaboration skills Strong communication skills in providing constructive feedback, and making performance improvement suggestions to team management Strong interpersonal and relationship building skills Ability to handle high pressure situations in a productive and professional way Ability to stimulate creative thinking when approaching new situations Superior understanding of prioritizing business objectives Ability to construct an approach/plan for the execution of priorities Ability to prioritize multiple work streams Ability to work effectively with all roles within and external to I&TG Preferred Skills: Bachelor's degree in Engineering or similar discipline Experience with ticketing systems, and their integration with other tooling (outside ticket systems, monitoring tools, etc.) especially using web services ITIL Foundations Certification preferred
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