IT Service Manager – CRM, WEB to NCC (10420) – offererat kund

As an IT Service Manager you will handle the services and deliverables around CRM Tools, Contract Management Tools and Internal and External Web.
Service Consumers and Super users are NCC Business Areas and NCC Communication.

We are a Nordic organization with 170+ employees working together closely under one common management. Cooperation in- and between units is key for us to deliver value to NCCs business areas, and therefore we have adapted an Agile team-based setup with focus on collaboration, people and efficient delivery and development.

IT Service Manager – job description

Purpose
To oversee all services, products and systems in scope of responsibility, ensuring that business demands and agreed service levels are being met. Systems and application in HR IT Tools.

Main assignment
Lifecycle Management
• Ensure that main service documentation is in place and up to date.
• Regularly conduct life-cycle management for owned assets and CIs, including hardware, software, licences and warranties. Ensure that CI relationships are accurate on all levels in CMDB.
• Continually identify and explore opportunities for service/ systems,- and business improvements incl. increase of automation capabilities.
• Contribute to forecast, budgeting and financial follow up

Service Delivery & Operations
• Ensure that all processes required to deliver the services (incident, problem, service request) are efficiently managed and support procedures are followed and functioning according to defined processes and service level agreements.

• Manage the support teams (assignment groups) to ensure efficient everyday operations.
• Manage the deployment of updates, releases, patches to the test and production environment thru efficient change control handling (CAB etc.).
• Constantly improve your products and services and provide feedback that help to improve our overall ways of working.

Service Development
• Work closely with business stakeholders to capture requirements and translate them into IT demands with clear business case and outlined value.
• Participate in service development projects/ initiatives and ensure agreed service design,- and development procedures and principles are followed.
• Plan and oversee transition activities to ensure proper handover from development to production environment.
• Keep yourself updated with trends and insights about the and products in scope of your responsibility.

Service consumer relationship
• Build strong customer relationships by providing fast and efficient problem-solving to every-day issues.
• Continuously interact with key stakeholders according to defined service governance structures and processes.
• Lead operational service forum with super users and/or internal service/product consumers and share performance reporting.
• Ensure that instructions and end-user guidelines (knowledge) is correctly created and in place, to improve self-service capabilities

Management of Service Providers
• Handles IT supplier management process activities that reduce costs and risks, drives continuous improvement and value creation throughout the agreement life cycle.
• Adheres to governance, contracting guidelines and principles for specific IT supplier category.
• Is responsible for the contract management for suppliers in scope.

Important;
Briefly describe in ”Comment” for the various requirements how the consultant fulfills them, and refer to which assignment/assignments in the CV
All text in the offer and CV must be in English