IT Service operation manager

Working Location: MASSACHUSETTS, WALTHAM

Are you looking for a company that cares about people's lives and health, including yours? At EVIDENT, we help make people's lives healthier, safer and more fulfilling, every day.

Let's inspire healthier lives, together.

The Service Operations Manager (SOM) works as part of the Global IT Service Management function and ensures that the global IT infrastructure and services are running on a day-to-day basis. The Service Operations Manager supports to streamline service processes to ensure successful customer satisfaction. This role manages and monitors the day-to-day operations and works with service providers and internal teams to improve levels of service availability and minimize downtime. Moreover, it includes supporting continuous performance monitoring and implementing a customer-centric business approach as a result of cross-departmental efforts and initiatives and acts as a subject matter expert for infrastructure and basic services within operations and projects.

IT Infrastructure Monitoring

• Orchestrate and control the day-to-day IT operations as part of the overall IT infrastructure.
• Monitor and coordinate the operational processes and third-party service providers to ensure stable, safe and efficient IT operations.
• Oversee the change, incident and problem management process (backlog management) and collaborate with the relevant teams and external service providers.
• Monitor servers, networks, and computer systems ensuring that they work reliably and securely using dashboards and alert management systems.
• Oversee troubleshooting processes by launching alerting processes and coordinating service restoration.
• Oversee the delivery of Global Service Desk and Field Services (Dispatch, Campus, RTB model) functions.

Process Alignment

• Help streamline processes to ensure that support teams have the tools needed to drive customer satisfaction.
• Contribute to the alignment of service operations processes to the change, incident, and problem management processes (including incident logging, prioritization, and task assignment).
• Own the Major Incident Management process and drive for fast resolution.
• Support the development of technical and process standards for IT infrastructure architecture.
• Acts as a global representative for developing IT Service Management policies and procedures.

SLAs and Performance Management

• Work closely together with the Provider Management to monitor SLA delivery of third-party service provider.
• Manages third party service delivery escalation.
• Work with service provider to improve levels of service availability and minimize downtime.
• Review performance statistics and feed into required reporting dashboards.

Continuous Improvement

• Help develop a customer-centric business approach with cross-departmental efforts and initiatives.
• Identify technical improvement and innovation potentials for IT infrastructure services and coordinate their implementation with external IT infrastructure service providers and internal application teams.
• Improve the user experience and security of current IT infrastructure services and implement optimization measures together with other departments and external partners.
• Drive innovative and customer-oriented development and standardization of IT infrastructure services

Technical Competencies

• Strategic planning - Understand organizational goals and challenges, develop and communicate plans to drive forward the strategy. Contribute to the development of the organization's strategic management framework and ensures adherence by stakeholders.
• Financial management - Monitor and maintain financial records to agreed requirements for compliance and audit. Assist with identifying, calculating and analyzing processes, services, projects and cost components for financial planning and budgeting. Also collate and analyze financial data to support decision-making.
• Methods and tools - Provide advice and guidance to support adoption of methods and tools and adherence to policies and standards. Tailor processes in line with agreed standards and evaluation of methods and tools.
• Technology service management - Manage the delivery of technology services ensuring that agreed service levels, security requirements and other quality standards are met and ensure that processes and practices are aligned across teams and providers to operate effectively and efficiently.
• Service level management - Perform and report on the monitoring of service delivery against service level agreements and maintain records of relevant information. Analyze service delivery performance to identify actions required to maintain or improve levels of service.
• Resourcing - Develop and support the execution of resourcing activities in collaboration with managers and teams.
• Learning and development management - Contribute to the development and maintenance of a catalogue of learning and development resources. Update and control training records, including attainment of certificates and accreditations.

Other Competencies

• Strategic mindset - Seeing ahead to future possibilities and translating them into breakthrough strategies.
• Cultivates innovation - Creating new and better ways for the organization to be successful.
• Drives results - Consistently achieving results, even under tough circumstances.
• Decision quality - Making good and timely decisions that keep the organization moving forward.
• Balances stakeholders - Anticipating and balancing the needs of multiple stakeholders.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Instills trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Situational adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.

Education

• Bachelor's degree or higher in Business Informatics, Computer Science, Information Systems, Information Technology, Business Administration or (Business) Engineering (or equivalent and related experience preferred).

Experience

• Minimum 3-5 years' working experience in IT Service and/or Operations Management.
• Excellent knowledge of IT Operations within the respective focus areas.
• Experience working with ServiceNow.
• Experience working in RD and Manufacturing environments desirable.
• Experience working in a global IT matrix organization desirable.
• Excellent understanding of IT processes with formal training in ITIL an advantage.
• Experience working with service providers for outsourced IT infrastructure services including contract and SLA management. Preferably 3-5 years' experience.

Skills

• Demonstrable interpersonal skills.
• Demonstrable problem-solving skills.
• Demonstrable coordinating skills.

We realize work isn't just a job to you.

It's a big part of your life, but not the only part. That's why we offer competitive salaries, a robust 401(k) program, annual bonus program and comprehensive medical benefits, as well as tuition reimbursement, flexible schedules, parental and adoption leave, on-site services and Colleague Affinity Networks - so you can be ready for where life can take you.

EVIDENT is passionate about the solutions it creates for the life sciences and industrial equipment industries. For more than 100 years, Olympus has focused on making people's lives healthier, safer and more fulfilling by helping detect, prevent, and treat disease, furthering scientific research, ensuring public safety, and capturing images of the world. Today, EVIDENT's solutions range from industrial microscopes and videoscopes to nondestructive testing technology and x-ray analyzers. These products are widely used for quality control, inspection, and measurement applications. Serving customers in fields such as manufacturing, maintenance, and environment and natural resources, EVIDENT's technology contributes to the quality of products and adds to the safety of industrial infrastructure and facilities. For more information, .

It is the policy of EVIDENT to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.

Posting Notes: || United States (US) || Massachusetts (US-MA) || Waltham ||

Nearest Major Market: Waltham
Nearest Secondary Market: Boston