BSA - Bobst Mex SA The post holder will manage the day-to-day operations of proactive IT Asset and Service Level management across a complex organisation.
For the IT Assets, he is responsible for the daily and long-term strategic management of software and technology-related hardware within the organization. This role includes planning, monitoring, and recording software license and/or hardware assets to ensure compliance with vendor contracts.
For the Service Levels, he will ensure that service level targets are met in accordance with SLAs, OLAs and UCs. He will provide advice on and manage service levels in accordance with agreed provision of new systems. He will formulate and manage all appropriate Service Level processes, procedures and monitoring performance ensuring that service levels are "fit for purpose" and current and up to date.
This will involve carrying out frequent Service Level audits and providing necessary information for keeping ICT Service Catalogues up to date, of which he will be responsible, enabling the ICT department to establish and deliver effective and efficient Services in accordance with Bobst Group objectives and priorities. His other responsibility will to design and execute asset management policies, procedures and processes.
The post holder under the leadership of the Service Manager represents the ICT "Service provider" towards Bobst Group internal users and is responsible for all Service Level Management activities for those services. Main tasks & responsibilities Service Level Management Defines, manages and maintains the Service catalogue description of existing Services offered by ICT (Business and Technical Services) Defines, Manages, maintains, negotiates, agrees OLAs within ICT technical teams in conjunction with the ICT management Reviews SLA / OLA and third-party underpinning agreements targets and metrics where necessary Identifies appropriate actions to maintain or improve service levels. Initiates and co-ordinates actions to maintain or improve service levels Acts as a co-ordination point for any temporary changes to service levels Proposes and deliver necessary KPI's in order to maintain IT Group dashboard and Service Level reports IT Asset Management Asset Management scope should cover Hardware and Software, including Cloud services, SaaS, PaaS, IaaS, DaaS, XaaS through their entire lifecycle Responsible of the whole IT assets compliance and transparency and of managing and optimizing the entire life cycle of IT assets Provides a consolidated view of asset portfolio investment, usage and timeline through data analysis that allows the best possible use of all resources and deliver the maximum value and benefits from IT assets Leads reviews of any significant IT asset portfolio element on a periodic basis and on demand Provides visibility on usage, trends and forecasts on assets versus plans and provides recommendations as to whether elements should continue as-is, be used in a different way, placed on hold or discontinued Makes recommendations on the required investments and capabilities about the IT asset portfolio Makes recommendations for the IT asset portfolio overall or its various sub-portfolios that are clearly linked to IT strategy, objectives and goals, reflecting an awareness of external dynamics Ensures the oversight and coordination of dependencies across the elements in the IT asset portfolio Supports teams that need to consume the IT assets for understanding what is available, how to best use it, what compliance means and what are the tracking activities mandatory and how Develops and coaches’ people across all IT streams on the proper IT asset management capabilities, best practices and standards Set up and implements the given processes associated with the position Manage IT hardware asset portfolio with respect to risk, cost control, governance, compliance, and performance objectives Management lifecycle Services Maintain the Service Catalogue by adding and removing catalogue items according to the given process and ensuring that those items are up to date KPI's/Dashboard/Audit Analyses and reviews actual service performance against SLAs, OLAs, UC and KPIs for service areas under scope, including the decided Benchmarks Provides and develops regular dashboards “Service Level Reports” on service performance and on the IT Assets Project Management Study and project management IT Service Management Domain Special attributes: Clear understanding of what comprises a Business Service vs a Technical Service Clear understanding of the service management processes Detailed understanding of the Service Level Management process and procedures Experience in cross-functional, enterprise-wide IT projects which impact multiple business unit internationally Strong leadership and organizational skills, with experience in successful negotiations Experienced developing processes and methodologies
Education and Experience: Minimum 7 years’ experience in Information Technology industry ITIL V3 Foundation certification Minimum 5 years’ experience creating and maintaining both Business and Technical Service catalogue, Offerings and Agreements Management experience Fluent in English and French (written and spoken) is mandatory