Description

As IT Service Manager, you will report to the Head of the End-User Service Operations Section in the End-User Services Division, Information Technology Department, Directorate of Internal Services. You will be responsible for the supervision and coordination of centralised operations activities in respect of Microsoft Azure and Office 365, integrating services provided by multiple suppliers and vendors into a single, coherent, end-to-end IT operational service dedicated to end-user support, establishing and maintaining workplace capabilities and related backend infrastructure.

Duties

Your tasks and responsibilities will include:

• coordinating and supervising the day-to-day service delivery and support provided by service providers and vendors in a multi-user operating system (Windows, macOS, iOS and Android) and the related backend infrastructure, mainly based on Microsoft Azure and the Microsoft Office 365 suite and environments;
• assisting in the management of documents, administration, policies, user learning materials and a user guide library;
• validating technical and service deliverables at various stages of the activities and with reference to any end-user service and technical operational aspects;
• providing central esait unified user support services for Microsoft Azure and Office 365 workplace capabilities, notably
  • liaising with the customer and end-user community, translating needs into requirements and solution specifications to be implemented by service providers under your responsibility;
  • contributing to improving overall workplace capability management and user experience;
  • contributing to the management of the service catalogue for aspects and services relating to Microsoft Azure capabilities;
  • executing a systematic approach for continuous service improvement, including critical reviews of the service processes and requirements,
    proposing actions to increase the overall quality and efficiency of the end-user service;
  • ensuring compliance of the contracted providers with all terms and conditions and service level agreements (SLA);
  • coordinating and supervising all esait service providers for end-user operational communication-related aspects with respect to specific managed workplace services;
  • contributing to the definition and management of the Microsoft Azure governance;
  • defining the service operating model for Microsoft Azure services in line with MS Azure governance, optimising and rationalising the use of Microsoft Azure workplace capabilities, backend infrastructure and tools;
  • contributing to designing and implementing new Microsoft Azure workplace solutions, organising and managing transfer to operations and related adoptions, performing testing and validation of changes and new solutions and supporting the integration of new products into existing multi-platform workplace environments;
• acting as the point of escalation for the coordinated end-user support-related service and adoption for Microsoft Azure services and tools under your responsibility;
• providing regular progress reports and updates on the status of activities.

Technical competencies

Behavioural competencies

Result Orientation
Operational Efficiency
Fostering Cooperation
Relationship Management
Continuous Improvement
Forward Thinking

Education

A master’s degree in information technology or in a related domain is required for this post.

Additional requirements

You should have general technical experience in managing IT corporate services for personal computing (Windows/macOS) and mobile platforms (Android/iOS), in particular with proven experience and documented certification in ITIL V4 Foundation and service operation and in the administration of the workplace backend infrastructure and tools, such as Intune, SCCM and JAMF, SW/OS packaging and Machine Build Image.