Sr Program Manager

Stuttgart, Baden-Württemberg

Job Summary

The Network Service Manager: central point of contact for all types of inquiries about the network services, e.g. Support, escalations (non-transactional), clarifications in all areas (technical, financial, process-related, people/team).

1. Comprehensive coverage of all technical areas (LAN, WAN, security, DDI, business partners, etc.) \\r\\n2. Comprehensive coverage of all ITIL disciplines (Incident, Problem, Change, Release, Availability, Capacity, Asset, Configuration, Vulnerability, Risk, Service Level Management) \\r\\n3. Cross-site service and equipment coverage in the contractor\\\'s scope of services \\r\\n4. Prepare and present reports and supporting data + analytics during weekly, monthly, and quarterly meetings \\r\\n5. Generate ad-hoc reports, if necessary, to resolve critical issues \\r\\n6. Adaptation/expansion of existing dashboards or reports based on newly emerging, justified needs \\r\\n7. Control of \\\"local service management\\\" (see next service section/chapter), escalation point for problems that cannot be solved locally, between the site/business unit and the contractor\\\'s service manager \\r\\n8. Quality management – to be integrated with reports/KPIs/SLAs, including review, analysis, improvement plan – to define clear criteria of what \\\"quality\\\" means for each technology + ITIL discipline \\r\\n9. Regular, inherent approach to \\\"continuous improvement\\\" for identified problem areas \\r\\n10. Preparation and presentation of \\\"new topics of interest\\\" for service extensions and improvements that benefit the creation of value for the client \\r\\n11. Special (future) WAN Contractor Manager role – acts as a point of contact/consolidation point for (regional) WAN contractors who have contracts directly with the client \\r\\n12. Creation of improvement plans and their implementation in case of problems, regardless of the area (technology, processes, finance/accounting, personnel\\r\\n

Key Responsibilities

1. Comprehensive coverage of all technical areas (LAN, WAN, security, DDI, business partners, etc.) 2. Comprehensive coverage of all ITIL disciplines (Incident, Problem, Change, Release, Availability, Capacity, Asset, Configuration, Vulnerability, Risk, Service Level Management) 3. Cross-site service and equipment coverage in the contractor's scope of services 4. Prepare and present reports and supporting data + analytics during weekly, monthly, and quarterly meetings 5. Generate ad-hoc reports, if necessary, to resolve critical issues 6. Adaptation/expansion of existing dashboards or reports based on newly emerging, justified needs 7. Control of "local service management" (see next service section/chapter), escalation point for problems that cannot be solved locally, between the site/business unit and the contractor's service manager 8. Quality management – to be integrated with reports/KPIs/SLAs, including review, analysis, improvement plan – to define clear criteria of what "quality" means for each technology + ITIL discipline 9. Regular, inherent approach to "continuous improvement" for identified problem areas 10. Preparation and presentation of "new topics of interest" for service extensions and improvements that benefit the creation of value for the client 11. Special (future) WAN Contractor Manager role – acts as a point of contact/consolidation point for (regional) WAN contractors who have contracts directly with the client 12. Creation of improvement plans and their implementation in case of problems, regardless of the area (technology, processes, finance/accounting, personnel

Skill Requirements

1. Comprehensive coverage of all technical areas (LAN, WAN, security, DDI, business partners, etc.) 2. Comprehensive coverage of all ITIL disciplines (Incident, Problem, Change, Release, Availability, Capacity, Asset, Configuration, Vulnerability, Risk, Service Level Management) 3. Cross-site service and equipment coverage in the contractor's scope of services 4. Prepare and present reports and supporting data + analytics during weekly, monthly, and quarterly meetings 5. Generate ad-hoc reports, if necessary, to resolve critical issues 6. Adaptation/expansion of existing dashboards or reports based on newly emerging, justified needs 7. Control of "local service management" (see next service section/chapter), escalation point for problems that cannot be solved locally, between the site/business unit and the contractor's service manager 8. Quality management – to be integrated with reports/KPIs/SLAs, including review, analysis, improvement plan – to define clear criteria of what "quality" means for each technology + ITIL discipline 9. Regular, inherent approach to "continuous improvement" for identified problem areas 10. Preparation and presentation of "new topics of interest" for service extensions and improvements that benefit the creation of value for the client 11. Special (future) WAN Contractor Manager role – acts as a point of contact/consolidation point for (regional) WAN contractors who have contracts directly with the client 12. Creation of improvement plans and their implementation in case of problems, regardless of the area (technology, processes, finance/accounting, personn

Other Requirements

1. Comprehensive coverage of all technical areas (LAN, WAN, security, DDI, business partners, etc.) 2. Comprehensive coverage of all ITIL disciplines (Incident, Problem, Change, Release, Availability, Capacity, Asset, Configuration, Vulnerability, Risk, Service Level Management) 3. Cross-site service and equipment coverage in the contractor's scope of services 4. Prepare and present reports and supporting data + analytics during weekly, monthly, and quarterly meetings 5. Generate ad-hoc reports, if necessary, to resolve critical issues 6. Adaptation/expansion of existing dashboards or reports based on newly emerging, justified needs 7. Control of "local service management" (see next service section/chapter), escalation point for problems that cannot be solved locally, between the site/business unit and the contractor's service manager 8. Quality management – to be integrated with reports/KPIs/SLAs, including review, analysis, improvement plan – to define clear criteria of what "quality" means for each technology + ITIL discipline 9. Regular, inherent approach to "continuous improvement" for identified problem areas 10. Preparation and presentation of "new topics of interest" for service extensions and improvements that benefit the creation of value for the client 11. Special (future) WAN Contractor Manager role – acts as a point of contact/consolidation point for (regional) WAN contractors who have contracts directly with the client 12. Creation of improvement plans and their implementation in case of problems, regardless of the area (technology, processes, finance/accounting, personnel

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