Senior IT Service Manager
1 week ago
At Liyema Consulting, we are seeking a highly skilled Senior IT Service Manager to join our team. As a key member of our IT service management team, you will be responsible for ensuring the smooth operation of our customers' applications, databases, and infrastructure.
Key Responsibilities:- Proactive Management: Take charge of the health, performance, and uptime of customers' applications, databases, and infrastructure.
- Collaborate with the Quality of Service (QoS) team: Standardize processes, reducing incident rates and enhancing overall service reliability.
- Issue Resolution & Customer Support: Lead technical problem-solving efforts for applications, databases, and infrastructure issues, ensuring timely resolutions.
- Act as a liaison: Between customers and the infrastructure team to resolve escalated problems.
- Host bi-weekly customer meetings: Provide updates on ticket status, service health, and to resolve any concerns about customer satisfaction.
- Change Management: Oversee and review complex changes within customer portfolios, ensuring smooth, risk-free implementations.
- Drive problem management efforts: Including Root Cause Analysis (RCA) and chronic issue resolution.
- Service Reviews & Strategic Recommendations: Conduct regular service reviews with customers, offering feedback and support while recommending cutting-edge solutions.
- Support small-scale system enhancements: Or upgrades through effective project management.
- Education: Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
- Experience: 5+ years of JD Edwards consulting experience, specifically with product implementation, upgrades, installations, and support.
- Strong familiarity: With IT Service Management (ITSM) processes.
- Technical & Professional Skills: Skilled at technical problem-solving and managing chronic issues.
- Proven ability: To recommend and implement innovative solutions using cutting-edge technologies.
- Knowledge: Of IT governance models and best practices.
- Soft Skills: Customer-focused with exceptional organizational and multitasking abilities.
- Excellent verbal, written, and presentation skills: With the ability to communicate effectively at all organizational levels.
- Strong team player: Able to manage competing priorities independently or as part of a group.
We are a forward-thinking team that delivers exceptional service and drives impactful solutions for our clients across EMEA. If you are a motivated and experienced IT professional looking for a new challenge, please apply today.
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