Service Manager-Digital
Dairy Farm Group
Pasig, PHL
2d ago

Accountable for the delivery of a large functional set of IT services (systems that runs every day) to the business in a large country or region, or accountable for the overall delivery of IT services in a small country

  • Day-to-day monitoring of key service metrics ensuring we deliver on time, quality systems every day
  • Manages incidents to ensure that service is quickly restored, root cause analysis completed and full preventive actions put in place
  • Works effectively across the business, IT and DFSC Teams to ensure speedy resolution to service issues, and that improvement plans are in place
  • Ensures effective service introduction on new projects, agrees a clear service model within the design phase of projects, and ensures that new services are properly budgeted
  • Ensures effective service introduction on new projects, agrees a clear service model within the design phase of projects, and ensures that new services are properly budgeted
  • Builds strong relationship with internal (DFSC, Competency Center, Local IT) and external vendor service providers. Gives clear and consistent feedback and drives service improvements.
  • Ensures that support teams document and keep operating procedures up-to-date.
  • Oversee the implementation of technical enterprise system projects, migrations and roll-out.
  • Ensure that the involved teams meet and exceed the Service Level Agreements set.
  • Ensures all service requests are addressed by DFSC.
  • Oversees the incident handling of Very High failures and severe performance issues.
  • Reviews standards and operating procedure.
  • Introduces improvement and enhancement of current operation and practices.
  • Manage the milestone of project from planning, design, and implementation.
  • Facilitate capacity planning and resource management.
  • Communicate and facilitate key design decisions with Business and IT stakeholders.
  • Effectively manage business expectations.
  • Adhere to group standards and drive compliance across the group.
  • Develop and maintain clear information security policy that balances the need to reduce business risk without containing business effectiveness.
  • Education :

  • Graduate of any IT related course.
  • Experience :

  • Solid 9++ years of relevant working experience.
  • With at least 5 years of total technical leadership experience. Minimum 3 years of solid Service and Project Management experience required
  • Skills :

  • Has the ability to work well with others.
  • Has high attention to detail.
  • Has the ability to multi-task.
  • Has the ability to lead, mentor, and train other staff.
  • Has the ability to follow-up and evaluate tasks delegated to other staff members.
  • Has the ability to influence and convince others to discuss and reach an agreement.
  • Has the ability to maintain focus in providing effective performance even under pressure.
  • Has the ability to present a strong, professional and positive image which inspires confidence and respect from others.
  • Can adapt in a fast paced environment.
  • Can work with senior management and executives.
  • Must be able to motivate and direct other staff members.
  • Must be able show initiative and flexibility to tackle tasks.
  • Must possess strong analytical skills and proven technical skills.
  • Must have very strong verbal and written English communication skills.
  • Must have a good sense of ownership and commitment towards work.
  • Must be able to work under own direction and initiative.
  • Must be able to adhere to standards & procedures and maintain confidentiality.
  • Must have the determination to get things done. Make things happen and constantly looking for better ways of doing things.
  • Must be able to decide what steps are needed to achieve particular goals.
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