IT Operations and Service Management Lead

Job title:

IT Operations and Service Management Lead

Company:

Zurich

Job description

Our opportunityWe are seeking a highly skilled and experienced IT Operations and Service Management Lead to join our dynamic team. In this role, you will be responsible for leading and managing the operation and service provision of critical IT applications ensuring that the applications are running efficiently, meeting performance standards and agreed service levels. You work closely with customer support and operations teams, incident managers and product managers, to minimize downtime and enhance user satisfaction.Your roleAs an IT Operations and Service Management Lead your main responsibilities will involve:

• Operational Oversight – Lead and manage the stable operation of multiple IT applications. Ensure operations stay within budget and meet required quality standards.
• Service Management – Align application services with business needs and SLAs. – Establish and oversee key service management processes, including incident and problem management.
• Strategy and Planning – Develop and maintain an operations and service management strategy, covering operation plans, budgets, and timelines.
• Performance Monitoring – Utilize monitoring tools to track application performance, availability, and capacity, making necessary adjustments to meet service standards
• Documentation and Methodologies – Continuously improve and maintain accurate, up-to-date operations and service management documentation. Ensures it is complete, accurate, up-to-date and aligned among stakeholders
• Continuous Improvement – Pro-actively identify and implement process improvements to enhance application operations’ efficiency and effectiveness. Retro-actively conduct root cause analysis for major incidents. Implement corrective actions to prevent future incidents
• Stakeholder Engagement – Act as the primary contact for business units to ensure operations and service management best support their application needs and business goals.
• Reporting – Provide regular reports and updates to stakeholders, including monitoring and availability KPIs.
• Risk Management – Manage operations and service risks, issues, and dependencies. Implement appropriate mitigation strategies.
• Supplier Management – Oversee level 1.5 service desk supplier and resources to ensure efficient and effective operation.
• Controls and Security – Oversee operational and service management controls and security procedures. Educate stakeholders on these controls and procedures.
• Disaster Recovery and Readiness – Handle DR and business criticality topics, vulnerability management, and operational readiness.
• Relationship Management – Develop and maintain strong relationships with stakeholders, product owners, project sponsors, and vendors.
• Innovation: – Stay informed about new technologies and trends. Recommend innovative solutions to enhance application performance and service delivery.

Your Skills and ExperienceAs a IT Operations and Service Management Lead your skills and qualifications will ideally include:

• Bachelor’s degree in Computer Science, Information Technology, or a related field. A Master’s degree is advantageous
• Minimum of 7-10 years of experience in IT operations, with at least 3-5 years focused on application management and service delivery and at least 3 years of experience in a leadership role.
• Strong understanding of service management processes and best practices. Experience with project planning, budgeting, risk management, and resource management
• Knowledge of performance monitoring tools and techniques is a plus
• Excellent analytical and problem-solving skills, with the ability to make decisions under pressure
• Excellent communication and interpersonal skills, with the ability to communicate effectively with stakeholders at all levels of the organization
• Willingness for On-Call duties to manage critical incidents outside regular business hours
• Strong analytical and problem-solving skills
• Ability to manage multiple tasks and priorities effectively
• Ability to work independently and as part of a team
• PMP or Agile certification is a plus

If you are a self-motivated, results-oriented individual with a passion for IT operations, we encourage you to apply for this exciting opportunity and join our team to lead and innovate in the realm of IT application operations and service management, driving efficiency and excellence in service delivery.Please submit your resume and cover letter for consideration.What we offer?

• Over 300 euros to set up your home office and additional monthly home office allowance
• Wide range of internal and external trainings, including free English, German and Spanish classes depending on the needs
• Ticket restaurant or flexibility to exchange it for other benefits
• Life, accident, and Health Insurance
• Collective Life Retirement Plan
• 2000 referral bonus if you bring other talented people like you
• Special banking and insurance conditions plus Exclusive Employees discounts
• Functional diversity benefits
• Events: summer and Christmas party, different activities like hiking, investment, beach volley club and many more
• No dress code

#LI-HybridPrimary work location is Barcelona, Poblenou. Please apply with your CV in English.Please note that the remote work option is available within Spain only.Who we areLooking for a challenging and inspiring work environment where you can make a difference? At Zurich millions of individuals and businesses place their trust in our products and services every day. Our 53,000 employees worldwide form the basis of our success, enabling, businesses and communities to face a world of risk with confidence. Imagine if you could help people do this all over the world. You’d give them confidence and reassurance by protecting what they love most. It’s a big challenge, but you will be supported by a world-class team who believe in helping you to reach your full potential and deliver on our promises.Diversity & InclusionAt Zurich we are an equal opportunity employer. We attract and retain the best qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age or disability.So be challenged. Be inspired. Help us make a difference.Why ZurichAt Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?We are an equal opportunity employer who knows that each employee is unique – that’s what makes our team so great!
Join us as we constantly explore new ways to .

• Location(s): ES – Barcelona
• Schedule: Full Time
• Recruiter name: Laura Santamaría Rodríguez

Expected salary

Location

Barcelona

Job date

Thu, 17 Oct 2024 03:07:24 GMT

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