At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world.
This Position reports to:
MO ERP IS Program Manager
Roles & Responsibilities
Core Responsibilities
Responsible to design, implement and maintain the framework to deliver the services in scope, on time, within budget, and in line with the customer’s expectations.
• Ensures hands-on involvement in operations within the service area, responsible to create effort, time, and cost estimates for demand requests (projects, solutions, deployments, and handover to operational vendor), and ensures that the service reaches its targets with the increase in performance year after year. Manages the business/customer/consumer expectations for the service in scope. Serves as the escalation point in case of a severe problem in the service and works with the service line to get the service back on track.
• Attends all regular internal and external review meetings to ensure service is properly managed. Determines, prioritizes, and plans the implementation of service improvements for better service management. Accountable for creating and managing Service Level Agreements (SLA) and Operational Level Agreements (OLA) in order to increase transparency between the service provider and the Service Owner, and to provide feedback about the service’s performance, availability, capacity, etc.
• Ensures work in the delivery department is compliant with corporate IS, any other applicable ABB regulations (internal and external) and guidelines, and especially ABB IS guidelines and directives that deals with IS service delivery.
• Manages multiple third-party global vendor contracts to assure high service quality and optimize the cost. Accountable for the Change Advisory Board (CAB), decides on the execution of changes in service(s) and application(s). Responsible to suppo
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