Job Description
Main Responsibilities
- Service Management Ownership: Own and continuously develop Service Management practices, ensuring high-quality delivery across workplace services, service desk, onsite support, and ITSM processes (incident, problem, change, and request management).
- Contract & Vendor Management: Manage assigned partner contracts, ensuring service quality, performance, and alignment with business requirements.
- Demand & Capacity Planning: Lead service planning across short-, medium-, and long-term horizons, aligning with business needs, strategies, and IT roadmaps.
- End-User Experience & ITSM: Own ITSM processes and the end-user environment, ensuring reliable services across devices, applications, and licenses while continuously improving user experience.
- Performance & Cost Control: Oversee service delivery, manage contractual changes, and ensure accurate billing, forecasting, and cost control.
- Resilience & Improv...