For our Service Operations team within the UIT in Hannover/Düsseldorf we are looking for you!

As the primary operations lead for one or more central ITSM processes the Service Management Consultant is a key role for Uniper IT.

The postholder will play an active role in ensuring the following topics are robust and operating as expected :

1. Service Operations - Manage and operate processes, activities and functions to ensure end-to-end service delivery of Uniper IT infrastructure and applications to given service levels.

2. Service Design - Influence the design of new or changed services based on business requirements and ensure that all areas are following the given process(es).

3. Multi Supplier Integrator - Work with resources from the externally sourced MSI to deliver assigned ITSM processes.

4. Supplier Integration - Establish and maintain interfaces to external and internal suppliers.

• The post holder will be responsible to oversee the operations for key Uniper ITSM processes (ITIL/SIAM) ensuring that teams and processes run smoothly and efficiently.
• Communicating IT processes to IT and business stakeholders.
• Ensuring central ITSM processes are maintained and utilised by all IT lines of business as necessary.
• Flexible attitude with regards to availability out of office hours essential especially when Uniper is facing a critical IT incident. The postholder will be part of the 24/7 out of business hours support rota covering the resolution of critical incidents.
• Ensuring that global rollouts, applications and cloud based services consider the central ITSM processes
• Manage reporting and analytics alongside other teams in SM&I to identify areas where improvements are needed as well as defining implementation plans & strategies.
• Support IT improvement initiatives, especially in the area of the central ITSM processes
• Act as the bridge between technical IT teams and business teams, translating business needs and ensuring IT teams understand the impacts of their changes.
• Provide structured & detailed feedback to IT application and service owners regarding the status of their service(s) and where improvements are needed.
• Provide oversight and governance to support IT and Business in adopting existing standard processes.
• Participate in internal and external audits on request and ensure all evidence is provided in a timely fashion.
• Responsible for requirements, requests, escalations, and integrated reporting for services in scope.
• On request represent the unit in management meetings and where necessary stand in for colleagues and your manager