Senior Manager Infrastructure and Support Service Management

2 weeks ago

Taguig, National Capital Region, Philippines Fresenius Medical Care Full time

Strategy, Planning, Acquisition & Deployment

  • Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise a team to deliver solutions to enhance quality of service and to prevent future problems.
  • Alert management to emerging trends in incidents.
  • Regularly liaise with the business partner team, ensuring alignment between IT operations and the business's strategic goals.
  • Collaborate with the Global Business Services Philippines Tower Leads and the IT Business Partner to bridge any service gaps and ensure high-quality IT support.
  • Ensure alignment with the DTI global functional leadership especially in ITSM.
  • Act as the primary point of contact for all IT operations-related communications and updates

Operational Management

  • Collaborate with business partners and global functional leads to identify best practice use of our ITSM platform for internal staff and clients.
  • Development and ongoing maintenance of the reports required to support the detailed analysis.
  • Detailed analysis of data and presentation of findings and recommendations to management.
  • Implementation of process and service improvements, including training as necessary

Key Performance Indicator

  • Report on Asia Pacific teams Service Level Agreements (SLAs) to incident and problem resolution expectations and timeframes.
  • Research and report on relevant global services Service Level Agreements (SLAs)
  • Enforce major incident handling, change management, problem management policies and procedures.
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced team(s), creating war rooms (when required).
  • Scheduling and facilitating timely Root Cause Analysis discussions with cross functional team following the recovery of High Business Impact Incidents.
  • Recording and follow up on action plan resulting from the Root Cause Analysis discussions.
  • Closing out and reporting of Root Cause Analysis findings and actions.

Competencies (attitude, skills, typical qualifications & experience)

  • 5 years' experience in a similar ITSM role
  • Experience working within a global or regional company (reporting internationally preferred)
  • Experience documenting and maintaining configuration and process information
  • ITIL foundations certification preferable
  • Bachelor Degree or equivalent in Information Systems
  • Strong customer service orientation.
  • Proven analytical and reporting abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Strong interpersonal and oral communication skills.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Strong knowledge of software quality assurance best practices
  • Skilled at working within a team-oriented, collaborative environment.

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