Service Manager, ICT Infrastructure

Full-time Professional Services

Responsibilities

• Manage and develop a defined set of ICT infrastructure services
• Lead cross-provider service integration governance in the infrastructure area to ensure seamless delivery, clear responsibilities, and effective collaboration across suppliers and internal teams
• Manage service providers, contracts, and costs
• Lead contract negotiations in collaboration with Indirect Sourcing and Legal
• Manage supplier relationships for the infrastructure area, including performance management, service reviews, and continuous improvement initiatives
• Data driven service management: monitor and analyze service performance (SLAs, incidents, problems, changes, availability, customer feedback) and identify actions required to maintain or improve service levels
• Ensure service compliance with security, risk, and regulatory requirements, and support audits by providing evidence and reporting
• Provide transparen...