• Manage the overall execution of the roadmap for Customer Engagement across product verticals and international locations.
• Produce proposals and supporting business cases to justify the ongoing investments in service management
• Work with clients and internal stakeholders to ensure that the Service Delivery capability supports their business strategies, with supporting SLAs and performance targets
• Influence organization, clients, vendors, partners, and peers on the purpose and dependencies of service management.
• Build appropriate and effective business relationships.
• Manage strategic third-party relationships with vendors and industry experts.
• Lead program planning of service release plans, routine client communications, steering group updates, client validation of changes and setting clear expectations for delivery of new features.
• Advise on available standards, methods, tools and applications relevant to service management, able to make appropriate recommendations from alternatives.

Skills: Service Delivery Management, Business Case Development, Stakeholder Engagement, Vendor Relationship Management, Program Planning, Client Communication, Performance Management, Service Improvement

• Overall responsibility for delivering IT services for Electrical development at Saab.
• Ensure that all day-to-day operational activities are carried out in a timely and reliable way in regard to service level agreements and requirements.
• Initiate and manage maintenance activities/assignments based on the approved maintenance plan.
• Provide service reports on operational deliveries performance, quality, and costs.
• Proactively identify and implement service improvements in operational deliveries.
• Ensure that all external contractors (service agreements, consultants, etc.) fulfill the agreed SLA.
• Own and manage operational budget.
• Propose the need for potential changes in contracts/agreements/resources with external and internal suppliers in accordance with the maintenance plan.
• Coordinate communication between the team and other parts of the organization.
• Support the Service Owner in the budget process.
• Coordinate internal and external suppliers in day-to-day operations.

Skills: IT Service Management, Operational Delivery, Service Level Management, Maintenance Coordination, Performance Reporting, Budget Management, Supplier Coordination, Service Improvement

• Project management of the IS integration of the Telesat program
• Management and close collaboration with the external IT service provider
• Support the business by facilitating communication with the correct IS domain, ensuring that business needs are correctly understood and captured
• Oversee his/her projects and activities to ensure that they provide user-friendly, reliable, and robust services
• Reports directly to the CIO and indirectly to the COO of Space
• Monitor and track all IS/IT topics in Switzerland and report on them in the standard dashboard (consistent with the transnational IS and IT domains)
• Closely follow up on their countries' action plans (with the transnational IS and IT domains)
• Anticipate with the transnational IS/IT domains any specific needs of their countries, focusing on those that might be critical.
• Be responsible for implementing the transnational strategy of standardizing processes and converging the IS that support these processes. 

Skills: Project Management, IT Integration, Vendor Management, Business Analysis, Stakeholder Communication, Performance Monitoring, Strategic Alignment, Process Standardization

• Development and control of the schedule together with the Project Leads
• Plan, elaborate, design, and maintain of assigned tasks/action list
• Status reporting to related stakeholders
• Challenge requirements against standards and harmonized processes
• Ensure solution design documentation
• Ensure knowledge transfer from SAP to own responsibility for the implemented coding
• Controlling of implementation progress and execution of IT-relevant testing
• Ensure business acceptance of the handed-over solution results
• Support smooth handover to stable operations, IT service and change management after project closure

Skills: Project Scheduling, Task Management, Stakeholder Reporting, Requirements Validation, Solution Documentation, Knowledge Transfer, Implementation Control, Change Management

• Manage a team of 4 IT technicians, located in Montreal
• Be responsible for providing IT services and managing incidents, requests, access, and problems.
• Apply SLA's and produce key performance indicators of the IT team to continuously assess the value and performance of the services delivered by their team
• Monitor and measure quality, cost, and customer satisfaction to deliver high-quality technology and services.
• Ensure the security, accessibility, and availability of systems and technologies under its control.
• Contribute to the improvement of IT work processes and methods.
• Contribute to global IT projects and delivery, coordinate the daily activities of his/her team members in collaboration with the local management leaders.
• Act as an IT change agent, ensuring the adoption of best practices by IT staff and promoting optimal use of the technologies and systems
• Apply rigorous governance in terms of performance, licensing, and access compliance, as well as service agreements
• Control the budgets and timelines of deliverables of the IT service team
• Manage the software licenses and work with the corporate HQ IT licenses management coordinator.

Skills: Team Leadership, IT Service Management, Incident Management, Performance Monitoring, System Security, Process Improvement, Change Management, Budget Control

• Manage the end-to-end operations for the Marketing and Sales application portfolio
• Manage multiple suppliers with global presence and remote operations
• Define and drive incident resolution along with other related IS teams
• Coordinate with business process teams to understand the business needs and propose solutions
• Collaborate with the domain organization to participate actively in the roadmap for the future
• Participate in budget planning for the operations of the platform
• Support continuous improvement initiatives for the applications in the domain portfolio
• Partner with product partners to understand upcoming releases and capabilities
• Define and coordinate the delivery of improvements to the quality of the service, and keep it aligned with the business needs
• Anchor and drive critical incident resolution, avoiding any production downtime
• Report weekly progress on operations for the domain process 

Skills: Operations Management, Supplier Management, Incident Resolution, Business Coordination, Roadmap Planning, Budget Planning, Continuous Improvement, Service Quality Management

• Ensure accurate and timely resolution of all assigned issues and requests in a highly professional service environment
• Coordinate with multiple regional SPoCs to understand the related regional topics/requirements and design a strategy/roadmap for the same.
• Create and maintain strong operational relationships with internal and external partners and other key stakeholders
• Process Documentation regarding the assigned topics and keep them up to date
• Develop, foster and maintain highly effective customer interaction
• Accurately document all work performed through the ticketing system, including details and outcomes
• Manage and monitor licenses, subscriptions, and user management
• Perform regular service reporting to all the key stakeholders

Skills: Issue Resolution, Regional Coordination, Stakeholder Management, Process Documentation, Customer Interaction, Ticket Management, License Management, Service Reporting

• Ensure excellent customer service delivery through
• Set and monitor key performance indicators
• Own service management processes, including Incident/problem management, change management, release management, service request/access management
• Drive service improvement based on user feedback and logged call trends
• Act as the point of escalation for incidents and coordinate any major incident response.
• Identify, plan, and deliver new software or service implementations, working with external partners.
• Monitor and manage 3rd party support contracts, ensuring they provide value for money and an effective service
• Provide effective communication on IT matters and build relationships with other teams
• Plan and monitor IT service/support budgets, reporting regularly to the Head of IT

Skills: Customer Service Delivery, KPI Management, Service Management, Incident Coordination, Service Improvement, Vendor Management, IT Communication, Budget Monitoring

• Gather requirements to deliver services according to business needs
• Be responsible for the end-to-end process adherence, handling the incidents according to SLAs and KPIs
• Use best practices based on addressing business needs in the field of service management
• Manage a team of 3-5 IT Engineers to deliver services within SLAs and report KPIs to IT senior management
• Have ownership of the standards implementation and cross-stream standardization process
• Manage vendors delivering services to support IT services delivery
• Assure continuous delivery of operations and improvements in the department, and recommend new solutions in this area
• Develop the configuration management and process automation skills.

Skills: Requirements Management, Process Adherence, Service Management, Team Leadership, Standards Implementation, Vendor Management, Continuous Improvement, Process Automation

• Acts as the primary point of contact for customer resources, project activities, and escalations to achieve expected outcomes
• Establish the project’s timelines and manage the project, including escalations, to complete on schedule and within budget
• Plan project scope and establish measurable goals
• Work closely with the ServiceNow SCRUM master and all other team members to plan, manage, and deliver the releases
• Attend release meetings and daily stand-ups
• Organize the project kickoff and process workshops
• Facilitate activities through training, testing, go-live, and post go-live support
• Take responsibility for the ongoing transformation of the IT Service Management processes and operating model
• Development of a transformation roadmap for the ITSM practice
• Take ownership of the ServiceNow platform
• Steering of the consulting partners and development teams in the role of (proxy) Product Owner and/or Scrum master
• Advise stakeholders on the practical application of processes and tools with a view to the overall picture of the IT organization, and taking customer requirements into account.

Skills: Project Management, Stakeholder Communication, Scope Planning, Release Management, Workshop Facilitation, ITSM Transformation, ServiceNow Ownership, Agile Leadership

• Manage all aspects of internal IT and IS operations (on-premises and cloud-based), including environmental and security systems, networking and connectivity solutions, corporate information systems (primarily SaaS), and end-user computing environments
• Supervise MSP delivery of full-lifecycle end-user support services, participating directly in support activities and/or expediting MSP to maintain high levels of user satisfaction and productivity
• Maintain asset, license, and support contract management for all corporate hardware, software, and services
• Monitor and control the performance and status of corporate hardware and software systems
• Provide reporting metrics on service delivery and operational availability, and recommend upgrades/enhancements.
• Manage the diagnosis and repair of complex problems and factors affecting system security, performance, and reliability
• Monitor and respond to hardware and software alarms using appropriate problem determination tools.
• Establish procedures for service call placement and escalation

Skills: IT Operations Management, Cloud Administration, Network Management, Vendor Supervision, Asset Management, Performance Monitoring, Problem Resolution, Service Reporting

• Supervise and support outside vendors during regular support, installation, maintenance, repair, and/or removal of equipment or services
• In partnership with the COO, negotiate and implement vendor contracts and agreements for hardware and software procurement, service, and support.
• Plan and work with vendors and Allego staff to deliver training on infrastructure security applications and other corporate IT services
• Provide project leadership for planning, design, implementation, validation, and support of corporate security and infrastructure projects
• Develop and implement operational standards and procedures, including those for performance, backup, staffing, security, housekeeping functions, and validation
• Maintain data security and integrity, thoroughly monitor backups, database management, security management, and application auditing
• Participate in external IT and Security auditing, and security incident management
• Direct corporate IS Architecture and Disaster Recovery planning and implementation management
• Formulate and maintain operational budget, including maintenance contracts, and supply ordering

Skills: Vendor Management, Contract Negotiation, Security Training, Project Leadership, Operational Standards, Data Security, Audit Management, Disaster Recovery

• Facilitating a high-performance team environment and employee engagement, as characterized by the MOC staff’s KPI attainment, professional development achievement, management feedback, etc.
• Monitoring and reporting the status of tickets and tasks assigned to the MOC and ensuring items are coordinated, logged, tracked, and resolved appropriately, in accordance with client agreements and service level targets.
• Managing the dispatch of staff to client sites.
• Guiding staff on diagnosis of potential problems and resolutions, and providing technical troubleshooting.
• Fielding and resolving client concerns related to MOC performance or service issues, adhering to Customer Principles.
• Developing and communicating policies, expectations, and feedback to MOC staff in support of overall goals for client retention, end-user experience, employee engagement, process efficiency, and profitable service operations.
• Providing performance feedback and corrective action to direct staff, documenting performance issues, and coaching conversations in accordance with company policy.
• Leading activities of MOC staff to diagnose and resolve client problems, including acting as a point of technical escalation for challenging troubleshooting scenarios across a broad range of technical problems.

Skills: Team Leadership, Performance Monitoring, Staff Dispatching, Technical Troubleshooting, Client Relations, Policy Development, Employee Coaching, Service Operations

• Guiding and coordinating Time and Materials projects requiring scheduling of MOC staff activities, and coordinating with Accounting to ensure accurate client billing related to such projects.
• Performing metrics trend analysis and reporting
• Guiding resultant process improvement, training, and tools adoption initiatives.
• Providing technical training and mentorship to MOC staff to grow the skill level of the team. 
• Coordinating with other departments to provide training for MOC staff on pertinent topics for professional development and compliance.
• Coordinating and managing on-call support activities and acting as a technical escalation point for after-hours and weekend issues.
• Evaluating and providing input regarding employee performance, in coordination with the COO. 
• Meeting with MOC staff on a regular cadence of team and 1:1 meetings to address training needs, set expectations, and facilitate a 2-way dialogue regarding the employee experience.

Skills: Project Coordination, Metrics Analysis, Process Improvement, Technical Mentorship, Staff Training, On-Call Management, Performance Evaluation, Employee Engagement

• Service Management working with strategic partners service teams to ensure managed services are delivered efficiently, effectively and exemplary to all end users across the site/markets in this role scope.
• Build a collaborative network across multiple business stakeholders and tech partners to identify, plan, and execute service improvements.
• Support product owners for infrastructure issues impacting sites/markets in scope.
• Identify and address the root cause of key vendor performance risks that may affect future service outcomes and coordinate these to full resolution.
• Provide 3rd line technical assistance and guidance to the onsite strategic partner support teams.
• Influence service outcomes and manage change objectives for the local site.
• Anticipate the impact of the change of tech services on key groups (e.g., tech business partners, tech operations service owners, vendors, end-users).
• Build an effective communication and change management plan across multiple business groups for any core tech products or services impacting local markets.
• Coordination of any local infrastructure assigned tasks through strategic partners, core tech, BU tech groups and/or local site facilities for the site/market in

Skills: Service Management, Partner Collaboration, Infrastructure Support, Vendor Performance, Technical Assistance, Change Management, Service Improvement, Stakeholder Communication

• Acts as a trusted advisor and builds and maintains relationships with other internal and external teams and business leaders to develop a clear understanding of their current and future business objectives and IT requirements
• Build and maintain strong relationships with business partners and act as a liaison between IT and business teams, ensuring smooth delivery of IT services
• Dive deep into IT operations and have a deep understanding of processes, technology, challenges, and gaps
• Ensure IT team’s services meet the agreed-upon service level targets, and ensure that quality, efficiency, and agility goals are achieved.
• Proactively monitor and report on operational status, deliverables, risks, and issues to ensure goals are accomplished on time, and in accordance with the business requirements
• Assume the role of Major Incident Manager and manage the lifecycle of major incidents
• Manage and govern technology risk and controls, including cybersecurity
• Stay abreast of regulatory changes that would impact the Digital Bank’s technology operations
• Drive a continuous improvement mindset across the team through providing continuous support, training, coaching, and mentorship to the team

Skills: Stakeholder Management, Business Partnership, IT Operations, Service Delivery, Risk Management, Incident Management, Continuous Improvement, Team Mentorship

• Maintain ITIL-based ownership of incidents, inclusive of Major Incidents, and facilitate the communication of incident updates to the different stakeholders provided by the support teams.
• Understand the user experience of systems and act as a liaison between Business and IT
• Align service levels and oversee IT service performance accordingly.
• Maintain ITIL-based ownership of support and services, including incident, problem, release, and change management processes
• Manage initiatives, risks, mitigation plans, KPIs, and related reports.
• Drive continuous improvement of IT service delivery, IT performance, and related service management toolset.
• Oversee infrastructure upgrades, modifications, and deployments.
• Design and deliver disaster recovery processes, documentation, and manage the DR plan, including DR tests to meet business requirements and IT obligations in managing follow-up actions and improvements.

Skills: Incident Management, Stakeholder Communication, Service Performance, Change Management, Risk Mitigation, Continuous Improvement, Infrastructure Management, Disaster Recovery

• Managing the service delivery of information and communications technology (ICT) services
• Making sure that business relations within the organization are managed to enable the delivery of ICT services
• Manage the day-to-day delivery of the products and services
• Ensuring that service assets and configuration items are properly controlled, and that accurate and reliable information about these assets
• Leading and directing teams to make sure that service level agreements (SLAs) and operational level agreements (OLAs) are in place with both external and internal teams, and make sure all contractors carry out processes to ITIL standards.
• Maintains the service to ensure it is secure, resilient, and fit for purpose
• Takes ownership of problems, undertakes problem-solving solving and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements
• Maintains focus on the whole life of service delivery, including designing, developing, delivering, and operating. 
• Ensures that a set of IT products, suppliers, and vendors come together to deliver an IT service.
• Plays a key role in system design, integration, system testing, and problem-solving.

Skills: Service Delivery, Business Relationship, Operations Management, Asset Management, Team Leadership, Problem Solving, IT Governance, System Integration

• Be responsible for a range of topics in the areas of IT service management and technical operations
• Define and implement IT Service Management in accordance with the IT Service Management and IT Compliance Frameworks
• Actively shape the operational, change and improvement processes in the Data Catalog environment
• Work closely with internal stakeholders as well as external service management teams and drive relevant activities independently
• Ensure that the service delivery is optimized in terms of performance, adaptability, technical reliability and (cyber) security and take care of release management, platform maintenance and development, as well as proactive interaction with the responsible stakeholders
• Oversee the day-to-day IT service operations carried out by the technical experts, including incident, problem and change management
• Drive maintenance and improvement activities throughout the system life-cycle to achieve the SLA/KPI objectives, and ensure sufficient service capacity
• Drive application development requirements with IT development teams
• Be responsible for all processes and procedures associated with managing the relationship with a Managed Service Provider for the IT Service Desk.
• Analyze trends and changes in the delivery of the Service Desk
• Review Managed Service Vendor recommendations and approve or decline
• Continuous review of Business Demand and Service Desk performance to address those demands
• Review and present to Sr Management vendor Service Performance metrics (KPIs)
• Participate in overall Service Management meetings and present Service Desk-specific maturity and roadmap topics

Skills: IT Service Management, Process Implementation, Service Optimization, Stakeholder Collaboration, Release Management, Incident Management, Vendor Governance, Performance Reporting

• Develop a vision and roadmap for ServiceNow in coordination with stakeholders
• Drive product innovation and continuous improvement through regular assessment of product capabilities and the associated user experience and life cycle management from a product perspective
• Work with stakeholders to better understand product requirements and expected implementations, as well as plan budgets and resources accordingly
• Identify and translate product requirements, as well as support in the requirement specification of the resulting use cases/stories
• Drive prioritization and coordination among all those involved in implementation, i.e., IT process managers, vendor and service management, ServiceNow platform architects, and external implementation partners, as well as commission the necessary implementation designs and implementations
• Cooperate with platform architects and external implementation teams to ensure contractually agreed deliveries in compliance with defined requirements
• Plan product presentations, rollouts, and trainings
• Ensure excellent Stakeholder Management and business partnering through defined SLAs
• Ensure that the components and systems are standardized (template), available, stable, and secure
• Establish and manage a fully functioning multi-sourced service support team with a customer-centric support approach across multiple locations, focused on service availability and performance
• Lead and improve the current system build, define best practices through the current solution and contribute to the definition of the Center of Excellence methodology
• Manage and transition towards outsourced services contract review, regular SLA check, upgrades, and maintenance windows, coordinate different resources during projects, and manage escalation processes
• Manage identified IT Security and Information Risk Management tasks and observations, and solve them.

Skills: Product Roadmapping, ServiceNow Management, Continuous Improvement, Requirement Analysis, Implementation Coordination, Stakeholder Management, Service Standardization, Security Compliance

• IT Business acumen and ITIL Certified
• Extensive experience with operational and tactical levels within the IT area, in particular Service Management and ITSM implementation
• Experience working alongside a mixture of internal teams and external service providers, understanding the differences and being assertive to be effective in harmonizing or establishing new ITSM processes
• Experience with large, complex organizations and the decision-making structure
• Experience with Lean and Agile methods and relevant ITSM frameworks.
• Strong leadership and communication skills, with the ability to influence and lead a team to drive operational excellence
• Be able to motivate others, promoting a clear sense of purpose and a positive attitude to work with individuals and teams
• Be able to connect policy, innovation projects, and operational business
• Be able to communicate succinctly, clearly, and accurately in plain, simple language, both verbally, in writing, and in formal presentations (English speaking and writing)

Qualifications: BS in Information Technology with 10 years of Experience

• Experience in IT operations or service management, experience in a multi-site environment, including infrastructure deployment, networking, and end-user support
• Proficiency in Microsoft Products and Services
• Fluent in English and Serbian language
• Strong written and oral communication skills, including speaking abilities for both technical and business audiences.
• Ability to communicate at all levels in the organization, as well as the ability to translate technology solutions into business solutions
• Ability to deal with ambiguity and respond to unplanned demand
• Ability to work under minimal/remote supervision
• Willingness to travel regionally and internationally for education and knowledge transfer
• High emphasis and focus on Customer Satisfaction

Qualifications: BS in Computer Science with 8 years of Experience

• Experience working in an IT environment.
• Experience in IT Service Management, including management of budgets and external providers.
• Experience in business relationship management, liaising with business users to understand their requirements and to manage their expectations within a budget and resource framework.
• Knowledge of Software Engineering, understanding IT issues from the business perspective.
• Comprehensive understanding of ICT architecture about the relationships between server, network, client, application, and database
• Solid knowledge of Software Engineering software, including Software Configuration Management tools and Software Development Environments. 
• Knowledge of the Atlassian tool suite.
• Strong communication and interpersonal skills.
• Analytical skills and the ability to produce clear technical documentation.
• Be able to be Security Cleared to work on German Government sensitive data.

Qualifications: BS in Information Systems with 9 years of Experience

• ITIL 4 or ITIL V3 Foundation Certification 
• Experience managing large data sets
• Experience creating reports for corporate audiences
• Experience manipulating data using pivot tables, etc
• Experience working in an IT Service team
• Experience Is Interpreting Requirements Into Reporting Outputs
• Experience governing IT Processes
• Knowledge of ServiceNow, PowerBI, and PowerPoint
• Knowledge of the ITIL framework and processes
• Ability to communicate effectively
• Self-motivated, able to manage own work
• Be able to evaluate information, identify key issues, and formulate conclusions based on sound, practical judgment, experience, and common sense

Qualifications: BS in Software Engineering with 7 years of Experience

• Experience as an IT Service Manager in the client services software industry
• Experience working in DevOps models and agile teams. 
• Experience in IT Support tools, such as Salesforce Help Desk and Jira Service Desk.
• Experience in Agile and DevOps processes
• Experience supporting and overseeing custom software projects
• Experience in building out a successful L2/L3 support structure and team
• Proficient in IT Support standards and processes
• Ability to perform root cause and incident analysis, and suggest/document action items and resolution plans
• Ability to oversee deployments, incident management, and customer support for the projects
• Ability to mentor and grow a team
• Ability to multitask to execute across a variety of responsibilities and projects
• Effective communication skills (written, verbal, etc.)

Qualifications: BS in Network Engineering with 10 years of Experience

• Experience as a consultant or in an internal consulting role.
• Experience implementing and/or supporting Oracle Retail/Xstore (v. 17 and v.20).
• Experience implementing and/or supporting ORCE (Oracle Retail Customer Engagement).
• Knowledge of business intelligence tools (e.g., QLIK, etc.)
• Understands a broad range of operational troubleshooting techniques and knows how to use them to solve technical problems.
• Proficient oral and written communication skills with the ability to establish credibility with technical and non-technical business owners.
• Excellent organizational skills, including prioritizing, scheduling, time management, and meeting deadlines.
• Good relational skills, high capacity to adapt quickly to different situations, and to different interlocutors.
• Ability to prepare and execute unit/system tests to verify the business logic of new or modified programs.

Qualifications: BS in Cybersecurity with 7 years of Experience

• Experience operating in a similar role in the banking industry
• Experienced in leading large operation teams across system, network, data center, helpdesk, and security
• Knowledge of banking products and services and their supporting systems, front-to-back office processes 
• Strong analytical and troubleshooting skills to quickly identify problems and implement solutions with minimal downtime
• Excellent oral and written communication skills
• Driven self-starter who is delivery-focused and possesses effective leadership, interpersonal skills, team player, encompassing an ability to build partnerships.
• Strong stakeholder management capabilities
• Be able to multitask and learn in a fast-paced environment
• Well-versed in the MAS regulatory framework, including guidelines on Technology Risk Management and Cyber Hygiene
• Disciplined in developing and enforcing policies, standards, and procedures

Qualifications: BS in Systems Engineering with 12 years of Experience

• ITIL Foundation V3 certification 
• Certificate of Employment (COE) and/or SSS Employment History
• Experience in IT technical service management.
• Team management experience.
• Strong knowledge and understanding of G-Suite, Active Directory, endpoint management, which includes MDM, patch management and access management, and asset management.
• Advanced knowledge of ticketing, CMDB, and Asset Management tools, Fresh Service
• Advanced knowledge of ITSM best practices with an emphasis on change management, Incident management, problem management, and asset management
• Strong operational service management knowledge and skills, and understanding of IT operations processes.
• Proficiency in using metrics to measure and model service delivery and drive continuous improvement
• Advanced ability to build a cohesive team and to manage people effectively
• Ability to coach and develop the team.
• Excellent verbal and written skills.

Qualifications: BS in Data Analytics with 9 years of Experience

• ITIL certified to Foundation 
• Experience in a traditional ITIL Service Management role or function, demonstrating strong customer service orientation.
• Experience and knowledge of ISO20000 and ISO27001
• Knowledge of cloud-based architectures and platforms from a service perspective
• Good understanding and experience of common tools such as MS Office suite, Confluence, Jira, Sharepoint, MS Teams, Webex, etc.)
• Excellent communication and interpersonal skills
• Proven analytical and problem-solving abilities, with a keen attention to detail.
• Ability to be calm and work effectively whilst under pressure.
• Must be committed to working as a member of a team that responds flexibly to changing pressures and demands.
• Be able to support business development through contributions to customer proposals
• Keen to evolve ways of working to incorporate the latest ITIL best practices alongside Agile and DevSecOps methodologies.
• Highly self-motivated and directed.

Qualifications: BS in Computer Engineering with 7 years of Experience

• Certification in ITIL, Foundation, “Operational Support and Analysis”.
• ITIL experience and certification
• Experience with Microsoft Windows, Microsoft Azure, and Microsoft Intune
• Experience with configuration and maintenance of the Microsoft Virtual Workplace environment
• Excellent written, oral, and interpersonal English communication skills.
• Solid relationship management and performance management skills.
• Strong communication and organizational skills with great attention to detail.
• Analytical and problem-solving abilities.
• Passion for Customer Service with a focus on listening and questioning skills
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to present ideas in business-friendly and user-friendly language.
• Team-oriented and skilled in working within a collaborative environment.
• Highly self-motivated and directed.

Qualifications: BS in Industrial Engineering with 6 years of Experience

• Experience of working in complex, large-scale Technology environments within Financial Services
• Experience of operating in a fast-paced business environment with an emphasis on positive change and adaptive working practices
• Experience in engaging and building successful relationships with a broad range of stakeholders
• Experience in supporting complex technical environments
• Experience within a complex Financial Services Organization.
• Experience in exposure to Project Management and formal Project Life Cycle methodologies
• Fundamental knowledge of ITIL processes and how they are applied within an IT Service management department.
• Strong understanding of both the business and technology processes that support Aegon UK.
• Understanding of change and risk management within a complex operational environment
• Demonstrates resilience and the ability to work effectively under pressure
• Flexible in approach to all aspects of the role, with self-planning and organizing skills to enable effective multitasking in a high-pressure and high-availability environment.
• Proactive attitude and the initiative to anticipate customer needs.

Qualifications: BS in Cloud Computing with 10 years of Experience

• ITIL Foundation certified
• Experience in Service Delivery for IT solutions for a high-paced multinational environment
• Experience and knowledge of Agile and DevOps principles to smartly combine ITIL best practices with them
• Experience performing the Scrum Master role for a software development team that was diligently applying Scrum principles, practices, and theory
• Experience working with Manufacturing/Supply Chain Systems
• Experience working on ‘Cloud’ based and modern integration technologies (API-based platforms) to understand the implications of delivering end-to-end services
• Expertise in the setup and management of distributed teams, motivating and leading direct and/or indirect team members
• Passion for continuous learning in a changing environment
• Organizational and leadership abilities
• Excellent communication and creative thinking skills
• Problem-solving attitude

Qualifications: BS in Applied Computer Science with 9 years of Experience

• Industry experience with hands-on experience operating as a Service Desk Manager within a fast-paced global environment
• Experience with Google Workspace, Okta, and Atlassian tools, including Jira and Confluence
• Knowledgeable of Service Desk operations and environments, including strategic planning and tactical execution
• Familiarity with enterprise tools such as Google Workspace, Okta, Jira, Confluence, Slack
• Excellent interpersonal skills with a focus on achieving goals through problem-solving and collaboration
• Strong metric focus to demonstrate success and opportunities
• Strong verbal and written skills
• Must be able to multitask and demonstrate sound judgment when prioritizing multiple, competing requests
• Demonstrated awareness of the importance of utilizing regular performance metrics
• Natural problem solver who enjoys identifying ways to make things better
• Detail-oriented and process-driven

Qualifications: BS in IT Project Management with 7 years of Experience

• Experience in managing a global service/global application
• Experience Provider management
• Experience in Process Automation or Workflow topics
• Experience of working in an international team and environment
• Experience in IT service and/or project management in the area of business process management applications and/or low-code platforms
• Technical background and expertise with the ability to learn technical concepts and understand technical issues to coordinate their resolutions
• Strong communication capabilities and customer orientation
• Proficient spoken and written command of English
• Ability to speak and write at least basic Dutch, and fluency in English

Qualifications: BS in Enterprise Information Systems with 9 years of Experience

• Possess ITL certification 
• Previous experience in IT delivery
• Experience in IT Service management and ServiceNow
• Experience in managing 3rd party service providers
• Knowledge of the ITL framework
• Ability to read, understand, and describe metrics
• Ability to process and understand the service processes and the stakeholders involved in the same
• Strong communication, negotiation, and facilitation skills
• Strong leadership skills, time management, decision-making, independence, and discipline
• Flexible attitude towards duties and working patterns to fulfill the requirements of the role
• Self-driven and motivated individual

Qualifications: BS in Information Assurance with 7 years of Experience

• ITIL certification or comparable ITIL/ITSM-related work experience
• Experience using ServiceNow Configuration Management Database and Service Mapping or comparable data workflow systems
• Prior service management experience
• Experience managing end-to-end IT services delivery and operations
• Experience with cloud technologies (Azure)
• Excellent communication, both written and verbal
• Strong contract review, documentation, and negotiation skills
• Strong ownership and leadership demonstrated with a successful track record over previous assignments
• Ability to work on call one week in four/five
• Self-organized and structured

Qualifications: BS in Computer Information Technology with 9 years of Experience

• Robust experience in ServiceNow reporting and managing multiple Support Queues in effective and timely ways
• Experience with RPA Solutions (Blue Prism, UIPath) 
• Experience with Enterprise Document Management solutions 
• Experiences with Data and Analytics tools such as Informatica, PowerBI, Tableau
• IT Operations experience in storage, network, and compute of enterprise environments.
• Understanding of monitoring, logging, and debugging tools such as Dynatrace and Splunk
• Understanding of industry-standard protocols such as HTTP, TCP, SNMP, SOAP, and REST.
• Excellent verbal and written communication skills
• Ability to research and independently learn new technical information to understand configuration, operation, or network connectivity of applications, operating systems, and network devices.
• Strong knowledge of ITSM principles

Qualifications: BS in Infrastructure Management with 10 years of Experience

• Experience in work practices outside the IT domain 
• Professional IT experience in a multi-business international environment
• Experience in implementing KPIs/SLAs, including maintaining work to meet the SLAs/KPIs.
• Experience managing stakeholders.
• Experience in problem and change management.
• Experience implementing and improving service management processes and procedures.
• Understanding of major IT practice standards
• Solid performance record in the work career
• Be able to capable to visualize and document use cases for options
• Be able to develop an E2E view of the IT systems.
• Target and result-oriented mindset and ability to lead change and influence to achieve goals

Qualifications: BS in Software Development with 8 years of Experience

• ITIL Expert and DevOps certifications 
• Experience in IT coordination or management
• Process, Service, or Product ownership experience
• Project and Agile Management (PMP, Scalable Agile) and Quality Improvement (Lean, Six-Sigma, Kaizen) experience
• Work experience in Information Technology with experience in a Service Management team
• Experience managing and utilizing ServiceNow
• Experience working with Infrastructure and Application teams during critical issues
• Strong leadership skills, able to motivate and develop the team
• Excellent verbal and written communication and customer service skills
• Ability to develop relationships based on trust and a good understanding with managers
• Be able to build and maintain relationships with key stakeholders and manage expectations using the right communications, reporting, assurance, and governance

Qualifications: BS in Technology and Information Management with 11 years of Experience

• ITIL experience or certification (ITIL4)
• Experience in Service Management leading position
• Previous experience in setting up a new L2, L3 support organization
• Experience from the enterprise environment
• Previous experience in a 24/7 Service desk environment
• Expertise in leading and managing a team of Service Desk Analysts
• Experience in detailed reporting, KPI, and SLA management
• Good business communication skills
• Strong services-oriented attitude
• Ability to multitask and prioritize workload.
• Demonstrated ability to solve complex and diverse problems

Qualifications: BS in Business Information Technology with 9 years of Experience