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Service Manager (w/m/d) - September

Rieste, Lower Saxony
For one of our clients in the fashion industry we are looking for a Service Manager (w/m/d)
    1. Short description of the project:

The project is about bringing all DCs in EMEA to a standardized service management model and providing the correct SLAs and KPIs.
    1. The purpose is service management for DC locations to do the scope of project activities and services.


The client is providing all necessary products, information, contact details, documents, access to relevant systems and all other requirements in advance.

The scope of services includes the following tasks, which are independently 
performed by the external: 

  1. Company/Analysis
    • Analyze DCs operational needs, problems and opportunities based on the contractors´ professional skill set and contribute to the recommendation based on its own expertise of improvements of automated and non-automated components of new or changed processes and organizational methods. Recommendations to be available to the 3rd party contractors – HCL and AT&T companies, who are responsible for running the DCs in a way of virtual meetings and presentations. Analysis should be document in Microsoft PowerPoint presentation format
    • Professionally consult on the definition of acceptance criteria for these recommendations based on own expertise
  1. Service Level Management
    • Monitor the key performance indicators in Service Now, Power BI tools of the services provided according to SLA levels, which the client will provide beforehand, checking service level agreements are followed by 3rd party contractors – HCL and AT&T companies
  1. Change Management
    • Based on own expertise assess changes (linked to improve the DC operations) done as an outcome of the contractor’s recommendations and following up with HCL and AT&T vendors on the progress. 
  1. Release and Deployment
    • Use Confluence tool and techniques provided by the client in advance for specific areas of release and deployment activities.
    • Recording of activities and logging of results and document technical activities in Confluence tool.
    • Carry out activities of landing the changes in DC based on professional consultancy in the introductory phase.
  1. Problem Management
    • Based on own experience investigating problems in Service Now, Manhattan/Navision (DC operational applications) systems, ITIL processes.
    • Professionally consult on the implementation of agreed remedial and precautionary measures, which are the result of Problem ticket solutions. Measures will be provided by the client in advance.

The performance of the contractor has the goal:

To cover all DC related Service Management topics described in the previous section.

Start: September
Duration: 6 months+
Location: Rieste, Germany (100% onsite)


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