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Service Manager End User Computing Backend (m/f) - Germany  

Company managed [?] Still accepting applications
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Posted on : 21 March 2017

Project Description

  • Our company  is dedicated to the creation and supply of innovative pharmaceutical products. 
  • As an increasingly global player, our company  has approximately 17,000 employees in more than 20 countries. 
  • For our European headquarters we are seeking highly qualified candidates to fill the position Service Manager End User Computing Backend (m/f) 

The Position:
The Service Manager End User Computing (EUC) Backend, reporting directly to the Head of IT Infrastructure Services, is responsible for the IT Service EUC Backend. The responsibility is covering the life service management and the service change.
This Service mainly contains of:
  • Active Directory
  • Azure
  • AD Sync
  • PKI
  • ADFS
  • Windows Server
  • WSUS
  • VMWare
  • File Services
  • DNS

Key Responsibilities:
  • Responsibility for IT service (EUC Backend)
  • Define and agree on Service level agreements (SLA´s) to/with IT Business Relationship Managers
  • Guarantee the agreed service level
  • Identify proactively and implement measures to improve the service(s) and to guarantee a sustainable service reliability
  • Report KPI´s and SLA achievement and manage violations or major service issues
  • Support projects to guarantee a sufficient handover to production and smooth service going live phase
  • Manage multiple internal (Delivery Manager) and external suppliers including negotiations (SLAs, activities etc.) and claim management
  • Evaluate IT project portfolio to identify service impacts
  • Work with the business to clarify and refine functional requirements, and coordinate work in initial phases to translate these into functional designs
  • Act as a service escalation instance
  • Evaluate and define Service Maintenance & Release Windows and align with IT Change Management
  • Manage a Service Lifecycle and TCO (total cost of ownership): Having a roadmap prepared and approved, guarantee its realization
  • Collaborate with IT Architecture Manager to identify and manage service impacts
  • Collaborate with IT Problem Manager and Incident Managers for serious incidents/problems
  • Managing of small to medium sized projects

Professional and Personal skills:
  • University Degree or equivalent qualification (scientific / life science background)
  • Minimum of 2 to 5 years of experience in the pharmaceutical industry and 5-8 years within IT
  • Intercultural competence and strong social skills
  • Ability to work in English - fluent English in written and spoken
  • Strong (IT internal) customer and service focus
  • Very good analytical skills
  • Good communication, collaboration, presentation skills
  • Experience of managing relationships with internal customers
  • Prioritization skills and experience
  • Ability to manage internal and external supplier
  • General knowledge on latest information technology trends and their potential application
  • Project Management experience
  • ITIL Knowledge

What we offer:
We offer an interesting, diversified and challenging position, good contractual conditions, all the social benefits of a modern company and a professional environment where you will have the opportunity for personal growth.