IT Provider
IT Service Management
Industry
IT Provider
​
Role
IT Service Manager /
Product Owner
Region
Germany
​
Methodlogy
Scrum
​​
Teamsize
12
​
Duration
18 Months
​
Technology
Microsoft CRM, Windows/Linux Server, BPMN, MS SQL, PRTG Network Monitor, ITIL
Introduction
An IT provider operates CRM solutions for several clients in the retail sector. To ensure smooth operations, the provider requires an IT Service Manager responsible for overseeing services for four clients, implementing enhancements, and providing hands-on support for error analysis. This role demands both, technical expertise to communicate effectively with developers and administrators, as well as strong communication and presentation skills to engage successfully with business units and clients. The primary objectives are to ensure end-customer satisfaction and to fulfill contractual obligations.
Job description
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IT Service Management according to ITIL v3
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Ensuring SLA-Compliant IT service operations
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Service organization, consulting, and coordination with clients, business units, and developers
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Development of service contracts including SLA/KPI definitions
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Agile implementation of new requirements using SCRUM as Product Owner
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Process design, documentation, and efficiency optimization based on BPMN 2.0
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Design of automated IT service incident classification and routing
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Implementation of a centralized monitoring system (PRTG Network Monitor)
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Administration and configuration of customer-specific monitoring solutions
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Development & Implementation of backup concepts and emergency recovery plans
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Microsoft CRM, server, and SQL administration & deployments
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Error analysis and quality assurance
