POSITION TITLE : Service Quality Manager
REPORTING TO : Head of IT Service Quality
REPORTING LOCATION : Global
WORKING LOCATION : Hamburg
OVERALL OBJECTIVES :
The Service Quality team is responsible to report and manage the quality of the IT services (e.g. : applications, servers, backup and physical hardware).
It will be done in collaboration with other IT teams and according to defined processes (e.g. Incident Management and Change Management).
The Service Quality Manager should :
Support the definition of IT Service Quality KPIs, ensure regular reporting and perform analysis of the available KPI reports and data to identify areas for improvement
Define and drive IT service improvement projects and actions to realize progress on related IT Service Quality KPIs
Maintain a database of service quality improvement actions and projects, report the current status regularly to IT Infrastructure Management
SPECIFIC ASSIGNMENTS :
Analyse service quality KPI reports, and identify areas for improvement
Define and drive improvement actions and projects so that service quality is improved on a continuous basis
Collect and analyse customer expectations and feedback for IT Infrastructure Services via e.g. surveys, quality reviews and identify required actions to enhance customer satisfaction
Drive the deployment of problem management process in the IT Infrastructure Operational teams so that underlying causes for issues can be identified and removed
Cooperate with Eurofins corporate units for Eurofins-wide service quality related reporting and improvement initiatives and provide necessary input as required
Define and conduct service quality improvement cycle forums and meetings
Participate in the design of Eurofins standards and policies regarding IT Infrastructure services concerning operation;
Together with peers, participate to the definition of Eurofins standards and policies;
Liaise with other IT teams to design new IT Services.
Ensure that Eurofins standards and policies are respected;Support to implement new infrastructure design according to Eurofins standards and policies;
Make sure that Eurofins standards correctly implemented and followed by his / her own team as well as by each BU supported.
Cost Control, Budget & Contract Management
No direct budgetary responsibility