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IT Service Manager

Amadora

Job description

The Service Manager´s main task is to manage Cloud based platform. The applications running in the cloud (AWS) are microservices for internal applications.

The Service Manager tasks mainly are:

- Manage tickets via Internal ITSM tool.

- Log / Manage development items in Azure DevOps.

- Manage Project related activities. - Handle service escalations

- Create, update, and improve service documentation.

- Transfer and report the completed IT components/functions from projects into operation.

- Manage service budget in alignment with service owner.

- Tendering, selection and ordering of services.

- Supplier management and delivery monitoring/reporting

- Manage and improve overall Service in many aspects, being performance, reliability, scalability, security always focusing on value creation for the business.

Other relevant task related to cloud services:

1. Service Management: Manage and optimize cloud services, including infrastructure, platforms, and applications, to ensure high availability and performance.

2. Resource Planning: Monitor resource utilization and plan for capacity scaling as necessary to support business growth.

3. Security and Compliance: Implement and enforce security policies, compliance standards, and best practices to safeguard data and meet regulatory requirements.

4. Cost Management: Monitor cloud costs and work towards optimizing spending while maintaining service quality.

5. Incident Response: Develop and execute incident response plans to minimize downtime and service disruptions.

6. Automation and Optimization: Implement automation tools and practices to streamline operations and improve efficiency.

7. Team Leadership: Lead and mentor a team of cloud engineers and administrators, fostering a culture of innovation and continuous improvement.

8. Documentation and Reporting: Maintain comprehensive documentation and provide regular reports on cloud service performance and key metrics to stakeholders.

Requirements

The person delivering the service should have the following competencies:

- Current ITIL certification

- Practical work experience in software or devops engineering

- Basic understanding of software or IT systems

- Basic understanding of cloud and/or cloud experience

- Business-fluent English (speaking & writing)

Expected Softskills:

- Able to work independently while being Team Player

- Good Communication and Negotiation skills

- Customer & Results oriented.

- Proactive and Analytic

- Continuous Improvement mindset

- Organizational skills and quality orientation

Further Qualifications:

- At least 5 years of proven relevant professional experience in global IT operations, preferably in the support or development of SaaS and cloud solutions

- Involvement in building IT solutions or operating IT solutions from a service perspective

- Monitoring and reporting KPIs, setting up SLA and OLA agreements.

- Advanced knowledge of Agile way of working and the DevOps approach in previous tasks

- Experience with service providers, Management and monitoring of services

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