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Service Manager

  • Applications are considered on a rolling basis
  • Dublin
  • Applications are considered on a rolling basis
  • Dublin

  • Responsible for planning and coordinating all the activities required to perform, monitor, and report on overall service

  • Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate.

  • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

  • Ensure high quality, up-to-date documentation exists for all service arrangements

  • Ensure test labs are maintained to agreed standards and all relevant testing is documented

  • Manage the process to restore normal service operation as quickly as possible to minimize the impact to business operations.

  • Responsible for communicating for any Incidents / Service impacts

  • Point of contact for all Major / Critical Incidents and related processes

  • Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure. And attend bank’s incident governance process.

  • Represent the first stage of escalation for service impacts (incidents)

  • Identify, initiate, schedule and conduct incident reviews

  • Monitor the incidents to ensure that the Service Level Agreement are respected

  • Experience in managing a team of 30+ and be responsible for people growth, attrition mgmt etc., (including annual appraisal process experience)

  • Experience in managing 24x7 Production Support engagement involving incident mgmt, Availability management, change management, SLA management and other ITSM/ ITIL areas

  • Experience in managing BCP /ITSCM

  • Experience in 24x7 shift Roster management (covering people issues around it)

  • Measure, Track & meet SLAs, publish related reports on time

  • Lead Knowledge Management activities and be responsible/accountable for knowledge retention

  • Set up, plan & execute the Continual Service Improvement activities by getting wider team’s inputs/contribution. Drive CSI culture

  • Coordinate with internal resources and other stakeholders for the flawless service delivery

  • Excellent communication skills and ability to build strong relationships.

  • Ability to influence others and achieve common goals.

  • Exceptional ability to solve problems and think analytically

Skills & Requirements

Production support Industry Knowledge and Experience

Strong Customer-Facing Skills or long enough onshore experience

Strong Written and Verbal Communication, Self-Motivated

Incident Management experience, Troubleshooting, Creative Problem-Solving etc.,

Rich Experience of Working directly with India based colleagues along with people management responsibilities

Leading & developing a support team (based onshore and offshore) within a managed services environment

Ownership for resolving incidents, priority issues, manage & improve standards and procedures within the team

ITIL Certification

Great Place to Work

  • 25 days annual leave

  • Health care

  • Pension

  • Tax saver travel ticket

  • Bike to work scheme

  • Employee assistance programme

About the company

At Sogeti, we know how to create value with technology- it’s our passion. We work closely with clients and partners to take full advantage of the opportunities of technology. We mobilize expert teams that create custom solutions from existing and emerging technology. Our value is in our approach, characterized by the speed with which we deliver specialist solutions in digital assurance and testing, data & analytics, digital & development, cybersecurity and life sciences.

Disruption is the norm in today’s digital and business environment. How quickly companies respond to change determines their future success – and their ability to realize rapid value from existing and future technology is crucial to this. At Sogeti, we collaborate across a global network to build innovations that push boundaries. But it’s the way we work with clients that sets us apart. Our client model means we can be hands-on from day one, getting to know our customers and their businesses intimately.

We embrace the value of diversity within Sogeti and the entrepreneurial spirit of our people. If you’re looking to join a company with a proven track record of success and that deeply values its people, Sogeti Ireland offers the opportunity for you to grow and advance.

Sogeti Ireland- where people matter and results count.

Debby Macchiarelli | Contact Person

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Sogeti Ireland

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