IT Service Manager

This role is responsible of proactively identifying and initiating internal improvements as well as to broaden responsibilities beyond the job description. The position is fully remote.

Key responsibilities:

• Manage IT outages, drive and coordinate incident resolution ensuring timely recovery of the impacted services; (IT 
  Incident Management)
• Lead management escalation and notification to all senior executives of involved companies, according to escalation 
  rules;
• Coordinate technical taskforce to achieve fast incident resolution;
• Assist in ensuring that all incident resolution and escalation processes and procedures are adhered to, in compliance with corporate guidelines and service agreement between Partners and Sunrise;
• Trigger and support root cause analysis for IT incidents (IT Problem Management);
• Suggest measures to minimize outage impact;
• Lead and participate to the IT CAB (IT Change Management);
• Enforce adherence to the current Change Management process;
• Analyze change schedule, with focus on conflict prevention;
• Coordinate end to end change approval process;
• Communicate and enforce Change Freezes;
• Provide ad-hoc trend analysis and reports;
• Ensure that incidents records are fully documented both during and after the incident;
• Call and chair technical conference/meeting with internal support teams and 3rd parties to achieve Incident resolution;
• Regularly update all stakeholders on incident resolution progress;
• Perform Manager on Call duties;
• Trigger crisis management process, when needed;
• Drive problem management analysis to resolution, analyze incident’s root cause and prepare post resolution reports;
• Detect events that may lead to issues and suggest initiatives to prevent them from happening;
• Ensure assurance reports are prepared, updated and delivered to the relevant departments, within requested timelines;
• Validate all changes and ensure Change management processes is followed and prevent conflicts.

Essential experience:

• Experience: At least 5 years of experience in IT operations and management and Extensive practice in troubleshooting faults on IT;
• Experience in managing Incidents, Changes and Problems in a large, complex enterprise environment;
• Experience of interacting with senior level managers;
• Ability to coordinate a large group of technical contributors during high severity incidents and retain control of fast-paced conference calls;
• Excellent End to End understanding of ITIL Service Management best practice;
• Solid understanding of security and GDPR rules and standards.

What we offer:

• Growth Opportunities – Support for learning and career advancement.
• Work-Life Balance – Flexible hours and hybrid work options.
• Inclusive Culture – A welcoming, diverse environment where everyone feels valued.
• Generous Time Off