Global IT – IT Service Manager
Mazars
Bucharest
3 zile în urmă

Role Type

This is a permanent role reporting to Head of Service Operations.

About Mazars

Mazars is a leading international audit, tax and advisory firm, aspiring to build the economic foundations of a fair and prosperous world.

Operating as a united partnership, Mazars works as one integrated team, leveraging expertise, scale and cultural understanding to deliver exceptional and tailored services in audit and accounting, as well as tax, financial advisory, consulting and legal services

Founded in Europe, Mazars is present in over 90 countries and territories, with 44,000 professionals 28,000 in our integrated partnership, 16,000 via the Mazars North America Alliance dedicated to helping clients make the most of business opportunities and operate with confidence.

Global IT Service Delivery

As part of a 4-year transformation programme, Mazars is in the process of establishing a centralised Global IT organisation to service the IT needs of the Mazars Group.

Key to the success of this new organisation is the creation of a service delivery capability with an IT Service Management (ITSM) tool at its core.

The selected ITSM tool is ServiceNow.

As we build out this capability, we have identified the need for a number of experienced and hands-on, Service Managers to join the team and support the business as more IT Services are migrated to and delivered by Global IT.

This is a fantastic opportunity to be part of the brand-new Global IT Service Operations function and to help shape the role of the IT Service Manager and the benefits it can bring to global Mazars.

Role Purpose and Accountabilities

The IT Service Manager will be part of an operational Service Management team. It is a stand-alone role reporting directly to the Head of Service Operations and will be responsible for ensuring the highest level of operational performance and effectiveness is achieved and maintained for the Global IT Service Offerings for which they are responsible by :

  • ensuring all operational resources (People, Process, Technology) are in place and ready to operate and maintain the Services
  • building and managing a relationship with any 3rd party supplier required to participate in the operational support & maintenance of the Services
  • building and maintaining a relationship with any Global IT resources engaged in the design, development and support of the Services
  • working with the Service Owner to agree any non-standard Operational KPIs
  • monitoring & measuring the Services against the agreed Operational KPIs
  • being a point of escalation for issues with the Services
  • reporting performance against the operational KPIs and identifying and agreeing any Service Improvements to be logged on the CSI Register
  • ensuring all Changes to the Services follow the appropriate Change Management process, are successfully transitioned into Service Operations and all Service documentation is updated accordingly
  • ensuring all Knowledge Articles relating to the Services are accurate, easily accessible and maintained
  • Experience and Knowledge

    This role will suit an experienced IT Service Management advocate who knows and has witnessed the benefits that implementing best-practice ITSM processes and tools can bring to an IT organisation and its customers.

    To apply for this role you will need to demonstrate :

  • Experience in a service-oriented, IT Service Operations function
  • First class knowledge and understanding of IT Service Management, the ITIL framework and the role they will play in enabling Global IT to design, build and operate best-in-class IT Services
  • A customer-centric, service-oriented mindset
  • Skills and Attributes

    We are looking for more than just experience and knowledge though, so as well as the things listed above, we also expect you to :

  • Ideally be ITIL v3 or v4 Certified
  • Have strong influencing skills and ability to work positively and sensitively with stakeholders
  • Be a team player with excellent interpersonal skills
  • Have a positive can do attitude and a willingness to get the job done
  • Be an active listener and yet also proactive in offering ideas that will help Mazars to evolve and meet its strategic objectives
  • Be adaptable to change, with an ability to spot and remediate issues before they arise
  • Have good relationship management skills, and an ability to build and create a strong internal network across levels and disciplines within Mazars
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