Regional IT Service Management Manager - Logistics Business (7-9 yrs)

Job title Regional IT Service Management

Reports To Head - ISM

Job Purpose:

- The role is responsible for leading a team of technical IT specialists providing infrastructure service management support along with second line support to end users in respective region.

Scope of Job:

- The role holder will also monitor the effectiveness of the IT infrastructure with an emphasis on continuous improvement.

Key Tasks:

- Managing IT infrastructure for all warehouses and offices of DSC India in respective region.

- Ensure on time support to end user and monitor support activities on daily basis.

- Manage service SLA's and maintain good relationship with suppliers and vendors.

- Supports the deployment of service management tools, governance, methodologies and ensuring standards are understood and a cornerstone of the country IT strategy.

- Supports the consolidation of local IT infrastructures in line with the global strategy.

- Manage relationships with service / application suppliers - monitor provider performance and ensure that agreed service levels are being met.

- Build strong working relationships with the regional IT and business teams.

- Build strong working relationships with the Regional and Country IT team.

- Contribution to improving the country business unit P&L through effective usage of IT infrastructure and services.

- Support the development of service management strategy at regional level.

- Support the development and maintenance of service catalogue in line with regional service management plan.

- Support the development and maintain country infrastructure / service management cost models.

- Quality management - for service management.

Stakeholders:

- Management of external / internal vendors.

- Support service management requirements for new business initiatives.

- Create strong relationships with the regional / global Service Management community to ensure maximum leverage of resources / solutions to support local requirements.

- Manages the daily activities of the IT support team.

- Ensure all calls are logged in the incident management tool, tracked and monitored.

- Ensures that the proper support process is followed, calls are resolved and closed within the agreed timeframe.

- Ensure service levels agreements for all ISM contracts are in place.

- Responsible for the activities within Incident and Problem Management processes

- Continuous improvement of infrastructure functionality

- Ensure system security and virus protection procedures are followed and monitored.

- Ensure backup process and procedures are in place for data, network connectivity and servers.

- Provide Leadership to the IT Service Management teams based on site in respective region

Qualifications:

Education Level - University bachelor degree in a business discipline or relevant education and work experience preferably in Forwarding /Logistic sector

Experience Level - 7 to 10 years

- ITIL v3 Certification

- Minimum 7 years' experience within IT

- Minimum 3 years' experience in infrastructure management

- Minimum 1 year project delivery experience

- Management Responsibility