Windows OS Service Owner

• Manage all non technical service oriented processes being part within a formal ITIL Enterprise Foundation framework (ITSM).
• Focus on QoS, Process Evolution, Design and operations for distributed managed OS Product Teams.

• Act as Governance, escalation and coordinating Instance to reduce MTTR, MTTA, MTTF, MTBF scenarios.
• Manage operational support service provider partners to ensure high level of quality and high class service alignment.
• Oversee all kind of relevant KPIs, SLAs, OLAs for the Product Team and establish a pro-active communication and sharing environment to further optimize and support new upcoming trends like AI-Ops, shift left activities, pro-active Incident avoidance and automation capabilities for operational business.

• Senior and Advanced experience in managing ITIL / Prosci related Enterprise Environments (like for example ADKAR within the Change Management area).
• Good understanding about state of the art Enterprise IT environments especially within the area of Managed OS and managed Databases (distributed Server Environment (Linux, Windows, Oracle, SQL).
• Good Knowledge about actual but also legacy Operating Systems and Databases.
• Deep level understanding about QoS frameworks and how to manage and optimize QoS concepts.
• ITIL V3 / V4 Service delivery process advanced knowledge is a mandatory requirement.
• Specific experience in IT Service base ITSM Process structure like IPC (Incident, Problem, Change).
• A big interest in future oriented Cloud Solutions and Platforms like Amazon AWS and Microsoft Azure or Private Datacenter hosted technologies.
• Leadership and organizational skills with the ability to provide service oriented guidance and mentoring to surrounding keyplayers.
• Autonomous, teamwork spirit and self-organized working, respectful of the process.
• Some interest in future oriented AI-Ops solutions to optimize operational support and business line.
• Be open minded, strong in communications and stakeholder management.
• Love to work in multicultural environments distributed all over the world.
• Upper Intermediate level of written and spoken English is mandatory.
• Customer centric and result oriented.

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