Experience with ITIL or comparable service management frameworks-not as a theoretical exercise, but as a practical foundation for running disciplined, measurable operations. We enable new opportunities for our customers through digitalisation. * Own vendor management and third-party relationships for regional IT operations: manage outsourcing partners, negotiate contracts, enforce SLAs, and ensure that external providers deliver the same quality and responsiveness as internal teams. * In tight collaboration with the Global Operations team establish a unified incident management and escalation framework across all regions: standardise severity classifications, response times, communication protocols, and post-incident review processes. * Implement robust operational reporting and KPI tracking: availability, incident volumes, resolution times, customer satisfaction, cost per user, and SLA compliance.
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