Project Manager - IT Service Management

Job details

Country

Germany

State / Region / Province

Baden-Wurttemberg

Work Location

Stuttgart

Domain

Delivery

Interest Group

Infosys Limited

Skills

Technology|Infrastructure Security|IT Service Management

Company

ITL Germany

Requisition ID

128279BR

Job description

Position - Infrastructure –Project manager

Area of responsibilities

Skill Level - Expert

The role is expected to carry out following function/activities as part of this job.

• Conduct ongoing reviews on service health and ITIL/service management practices – across service transition, delivery, and transformation.

• Point of Contact for escalated IT Incidents and update Client on ETA /Resolution/Workaround.

• Point of Contact for IT Teams and Vendors at across geographies

• Point of Contact for future Infrastructure Enhancement and requirement gathering.

• Coordinate with IT teams at different client Sites for Incident resolution and Project Implementations

• Manage IT Service Delivery at onshore Locations

• Coordinate with Offshore IT Team for coherence with Business requirements.

• Proactively manage service levels, with primary focus on prevention of failures and swift corrective actions when necessary.

• Responsible for effective management of the Daily, Weekly and Monthly Service Review processes.

• Enables Service Reporting and Governance Reviews.

• Responsible for Service Performance Management. Develop and manage corrective action plans with Service functions and Partner groups

• Drive Continual service improvement processes, tracking anticipated value and benefits.

• Monitor KPI for Incident, Problem and Change Management and provide Client feedback to Offshore Team.

• Work with PMO on short/long term IT Project implementations

• Work with Delivery SPOCs and client Business users on IT requirements

• Coordination with 3rd party vendor / contractors on IT System upgrade/break fix /new installations

• Vendor Contract and License Management

• Implement Service improvement and Transformation initiatives

Transition Experience:

• Transition Planning: Develop and execute comprehensive transition plans, ensuring a smooth transfer of IT services and infrastructure from development to production.

• Risk Management: Identify, assess, and mitigate risks associated with the transition process, ensuring minimal disruption to IT operations.

• Stakeholder Management: Effectively communicate and collaborate with stakeholders, including business owners, IT teams, and external vendors, to ensure alignment and support for the transition.

• Change Management: Implement change management processes to effectively manage changes during the transition, minimizing the impact on IT systems and operations.

• Testing and Validation: Oversee testing and validation activities to ensure that the transitioned IT infrastructure meets quality standards and performance requirements.

• Knowledge Transfer: Facilitate knowledge transfer between development and operations teams to ensure a seamless handover and ongoing support.

• Documentation: Develop and maintain comprehensive documentation related to the transition process, including transition plans, test results, and knowledge base articles.

• Post-Transition Support: Provide post-transition support, including troubleshooting and problem resolution, to ensure the successful operation of the transitioned IT infrastructure.

• Continuous Improvement: Identify opportunities for process improvement and implement best practices to enhance the efficiency and effectiveness of future transitions.

• Compliance: Ensure compliance with relevant IT standards, regulations, and policies throughout the transition process.

Experience and Knowledge required

• IT Infrastructure Service Management experience and associated service models

• Experience in CMMI based process improvement models, experience delivering Lean/Six sigma projects.

• Practitioner level understanding of ITIL and working knowledge of service management platforms.

• Experience working with and influencing various levels of management, building relationships and influence across teams.

• Ability to lead, make decisions, problem solve and work within and with other teams (including partners) to deliver outcomes

• Demonstrate a resilient approach to working, asking tough questions to identify root cause.

• Ability to work in a fast-paced environment that shows flexibility, resiliency, self-awareness, and ability to support other team members.

• Working knowledge of EUC operations including Remote support and Deskside support

• Experience in Stakeholder management and Conflict resolution

• Strong verbal and written skills, and ability to convey complex information in a way that others can readily follow.

Technical skills (Required - Nice to have)

• Awareness of Service Management, Project and Portfolio management tools and platforms (Service Now etc.)

• Knowledge of agile methodologies

• Ability to identify and instill industry best practices.

• Proven Customer Service skills

• Excellent written and oral communication

Language skills needed - English & German

People skills

• Service Management

• Stakeholder management

• People management

Soft skills

• Create deep client impact

• Execution excellence

About Infosys

Infosys is a global leader in next-generation digital services and consulting. We enable clients in 56 countries to navigate their digital transformation. With over three decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through the many next of their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise and ideas from our innovation ecosystem.

Visit www.infosys.com to see how Infosys can help your enterprise navigate your next.

All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer

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