Key Accountability

- Responsible for the day-2-day Service Delivery including the execution of the required Service Lifecycle components including Continuous Service Improvements. Manage and maintain the respective Services by ensuring their availability, performance, scalability, and security.
- Understand the business and functional requirements for the respective Service.
- Execute the defined operational IT Service Management processes to ensure a high-quality Service Delivery of the respective services; including the automation of processes were possible and financially affordable.
- Execute, monitor, and report on the contractual commitments of partners and suppliers in close cooperation IT Procurement, Operations Management and other DTX functions involved.
- Measure and monitor the service health and report on the performance of the defined OLA, SLA and KPIs; identify and resolve issues before they affect business operations.
- Review contracts & SOW content to ensure validity on a regular base, measure deliverables and drive change where required.
- Ensure a fast and effective resolution of Incidents and execution of Service Requests to reduce business impact to a minimum. Lead the resolution of Major Incidents.
- Implement, monitor, and report on DTX compliance and security requirements based on the defined policies and guidelines.
- Ensure that governance, policies and procedures for the respective Service are defined and executed.
- Identify, report, track and remediate operational risks in close alignment with Service Owners and compliance leads.




- Ensure that all required Service- and Process-related documentation including operational handbooks, standard operating procedures and knowledge base articles are available and up to date.
- Support the Handover-to-Operation process into Service Operation in close alignment with Solution Design & Implementation team.
- Perform budget and spend control of the respective cost centres supporting the Service Owner and DTX Finance team.
- Ensure that defined allocation keys are correct, updated and reported regularly.
- Stay abreast of the actual technologies and trends and best practices in the Service Operations domain and identify opportunities for Service improvements.
- Support & collaboration closely with the Business Engagement Team in case of escalation and urgent business needs to ensure a stable operation of the defined Services.
- Act as Service Subject Matter Expert and Champion providing in depth knowledge while advocating the service value to other DTX teams and Business functions.
- Perform regular service reviews together with the Service Owner, Architecture Team and Solution Leads to ensure best practices and processes are followed.
- Responsible for the implementation of the agreed Service Roadmap.

Education

(degree / diploma)
- University degree in Computer Science or related field

Experience





(number of years)
- Hands-On Experience of at least 3 - 5 years working in IT Service Delivery designing, implementing, and maintaining IT systems and technologies, related ITSM/ITIL processes and in an international, globally operating organization.
- Experience in IT/OT Service Delivery for Manufacturing units within a company (preferably mining companies)

Knowledge and skills

(general, technical and soft skills)
- Strong knowledge and experience in applying ITIL, IT Service Management, COBIT, and DevOps principles and practices to Service Operations
- Strong and broad knowledge in actual IT (and preferably OT) technologies with a focus on o Mulesoft o SAP Integration Suite
- Valuable communication, presentation, and interpersonal skills, with the ability to communicate effectively with diverse audiences and stakeholders.
- Strong organizational, multi-tasking, adaptability, and time-management skills preferred.
- Good analytical and problem-solving skills
- Preferably a good experience in external partner management, overseeing vendors and related contracts, working with vendors to implement, measure and optimize processes and services

Other requirements

(Certifications, specialized training, languages and % of travel requirements)
- Ability and willingness to work as member of a virtual and global IT team in a matrix organization.
- Ability to work independently or within a team for issue resolution.
- Fluent in business English
- Recent Certification in ITIL v3/4
- Ability to travel (global, plane)

📌 Team Lead IT Service Manager Integration (Mumbai)
🏢 3:33
📍 Mumbai