IT Service Quality Manager
Eurofins
Bengaluru, IN
4d ago

Job Description

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 :

    Service Quality

  • 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
  • Other assignment

  • 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
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