Assistant Manager GIS (IT Service Management Technology, C&C and others)

Position Related:
Telenor Global shared services – Pakistan, a Shared Service Centre, is the service provider of IT Solutions and various allied IT and functional support services in the areas of finance, accounts, HR and SCM to the Telenor Group companies globally. As service provider, GSS helps companies handle their day-to-day, non-core and repetitive processes and operations so they can focus their energies and resources on strategic initiatives that give them competitive edge.

Telenor GSS IT Operations is undergoing re-structuring. The key objectives are

• Professionalization of GSS IT Operations as part of Industrialization journey within Group
• Industrialize the GSS Pakistan Global IT Service (GIS) delivery and move from staff augmentation model to a managed service delivery model,
• Building and securing key capabilities and competencies for Group in a captive delivery center in GSS Pakistan, in a global delivery model with
• IT Operations (in Norway) responsible for strategic and tactical management of GSS’ IT Portfolio
• IT Service Integrator (in Pakistan)- New organization, specializing on ITIL process and ensuring quality delivered by vendors and CoEs, fully offshored and SLA-based,
• Centre of Excellence (in Pakistan)- State-of-art organization of development delivery centers in specific functional domain

The Assistant Manager Service Management Technology, C&C and others will be responsible for continuous IT Service management and follow up, across all GSS services and vendors for the domain. The Service Management teams will be the prime contact point on the operational level for all IT vendors, and the teams will in addition to ensure professional IT Service management also be first level of escalation handling and resolution, resolution of disputes and manage deviations from expected IT service delivery from the vendors.

The Assistant Manager Service Management Technology, C&C and others will be responsible to manage and develop the Service Management team, and will be reporting to Manager of IT Service Integrator in GSS Pakistan as part of the IT Service Integrator management team.

Goals

• Ensure delivery to GSS Service provider and GSS customer based on SLA’s.
• Deliver end-to-end services within SLA
• Ensure continuous quality improvements, standardization and cost reduction initiatives within domain

Your Typical day at work

• Manage ITSI as the Single point of contact and responsible for IT service management and coordination for services across multiple vendors/domains and single interface between GSS SP and (multi) suppliers, within the domain
• Identify and capture needs for improvements, put forward these to ITSI process owner & ITIL process owner in GSS Service Provider
• Problem Management, including coordination of internal and external problem management effort, Act as first point of escalation incident/problems, support and coordinate end-to-end issue handling in support value chain
• Coordinate Incident handling with Service Desk
• Initiate and Run war room in case of Severity 1/A incident
• Provide support to service introduction process
• E2E monitoring of business critical IT transactions across systems and vendors
• Coordinate multi-provider high-priority incidents, root-cause analysis activities, release and inter-supplier change management processes
  

Eligibility Criteria

Education:

• Bachelor’s degree or higher in IT/Engineering/Computer Sciences or similar
• ITIL V3 Foundation Certified
• ITIL Specialist Track Service Management highly beneficial
• Six Sigma Certified a plus, but not a requirement

Work experience:

• Must have good overview and understanding of the application and functional domain in scope, and the business value chain
• Operational experience within ITIL process management, with emphasis on Incident- Problem management, and escalation handling at the same level
• Solid team leadership experience
• Safeguard and guide colleagues and employees in all responsibility areas of the function as a team leader
• Experience with operational management and follow up on vendor/customer SLAs and IT service catalogue
• Must have an experience within IT operations, outsourcing and offshore delivery organizations and with Shared Service deliveries.

Functional Skills / Knowledge Areas:

• Excellent communication and presentation skills – at all levels in organization
• Customer centric and proactive mindset
• Structured and capable of managing a high degree of activities and remain focus on deliverables under pressure
• Leadership and good team management skills
• Solid operational vendor management skills
• Capability to meet deadlines while ensure quality under heavy work loads
• Fluent in English, written and spoken.
• Ability to travel.
• Ability to be flexible regarding work with multiple time zones and cultures