IT service manager

DKR are delighted to be hand selected to work on this fabulous role for one of the biggest Infra/Consultancies in the world on behalf of their RETAIL giant in Sweden

IT Service Management Professional
Location- Only candidates residing or willing to travel to Sweden
Location - Helsingborg, Sweden


Background
. In the role as Platform Operations Owner (PfOO) you need to understand, not only the support processes and the application we support, but also vendor management, customer management, infrastructure, and budget. This is done in close collaboration with colleagues inside Ingka and our externally sourced application management (AM)-team.
. Under the leadership of the PfOO, all the aspects of IT service management come together to deliver the daily run of the application to the users in the retail stores.
. We believe that you have experience from IT service management, incident and problem handling processes. You are 100% committed to deliver the best possible service to our application users.
. You can quickly summarize and communicate the status of complex incidents/problems in a stressful situation.
. You can handle the constant prioritization of tasks with service management and clearly communicate the priority to involved teams and individuals.
. The PfOO must be able to build strong relationships with different personality types and turn those relationships into tangible results and a world class delivery of the IT service management


The scope of the consultant services is to assist in
. Platform Operations Owner for MHS application within Inventory and Logistics Operations Fulfilment Locations.
Support all aspects of IT service delivery within the MHS application, e.g., operations, IT support, life cycle management and IT service performance in accordance with service level agreements.
. Accountable for operational supplier management, e.g., responsibility for operational delivery and handling of system failures from AM supplier. The AM team is completely located offshore.
. Manage platform budget and forecast, follow up cost development and proactively drive improvements in cost efficiency.
. Maintain an LCM-plan for infrastructure components used by the application.
. Support the Platform Engineering Manager with input to the platform roadmap to ensure future application availability and performance.
. Act as stakeholder from support perspective to secure successful releases of changes to the application.
. Help in applying best practice in service operations, continually driving to improve service and performance.
. Work across initiatives within INGKA affecting IT service delivery.
. In this role you will report to the Platform Engineering Manager.


Desired knowledge, experience, competence, skills etc
IT service management experience
Incident management
Problem management
Experience from working with sourced application management
Agile approach to service management