Service Manager for Collaboration Workplace Services

* Responsible for the day-2-day Service Delivery including the execution of the required Ser-vice Lifecycle components including Continuous Service Improvements. Manage and main-tain the respective Services by ensuring their availability, performance, scalability, and security. The scope of services includes but is not limited to:Business:

o Workplace Internal, Workplace External, Workplace OT, Workplace Lab

Technical:

o Device & Peripheral Management

o Lab & Industrial Devices

o Print & Scan

o Office Apps & Collaboration, Email & Messaging

o Digital Workspace

o PC Software Management

o Remote Desktop Services* Understand the business and functional requirements for the respective Service.

* Execute the defined operational IT Service Management processes to ensure a high-quality Service Delivery of the respective services; including the automation of process-es were possible and financially affordable.

* Execute, monitor, and report on the contractual commitments of partners and suppliers in close cooperation IT Procurement, Operations Management and other DTX functions involved.

* Measure and monitor the service health and report on the performance of the defined OLA, SLA and KPIs; identify and resolve issues before they affect business operations.

* Review contracts & SOW content to ensure validity on a regular base, measure deliver-ables and drive change where required.

* Ensure a fast and effective resolution of Incidents and execution of Service Requests to reduce business impact to a minimum. Lead the resolution of Major Incidents.

* Implement, monitor, and report on DTX compliance and security requirements based on the defined policies and guidelines.

* Ensure that governance, policies and procedures for the respective Service are defined and executed.

* Identify, report, track and remediate operational risks in close alignment with Service Owners and compliance leads.

* Ensure that all required Service- and Process-related documentation including operational handbooks, standard operating procedures and knowledge base articles are available and up to date.

* Support the Handover-to-Operation process into Service Operation in close alignment with Solution Design & Implementation team.

* Perform budget and spend control of the respective cost centres supporting the Service Owner and DTX Finance team.

* Ensure that defined allocation keys are correct, updated and reported regularly.

* Stay abreast of the actual technologies and trends and best practices in the Service Operations domain and identify opportunities for Service improvements.

* Support & collaboration closely with the Business Engagement Team in case of escala-tion and urgent business needs to ensure a stable operation of the defined Services.

* Act as Service Subject Matter Expert and Champion providing in depth knowledge while ad-vocating the service value to other DTX teams and Business functions.

* Perform regular service reviews together with the Service Owner, Architecture Team and So-lution Leads to ensure best practices and processes are followed.

* Responsible for the implementation of the agreed Service Roadmap.