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Corporate IT Service Management at ESOC
2017-10-26 19:12:37| Space-careers.com Jobs RSS
Requirements University degree of a relevant IT engineering discipline or equivalent, management qualification is desirable At least 5 years of relevant experiences in IT service delivery PC Windows knowledge, MAC OS knowledge is desirable Procurement or engineering experience of IT services Windows and MAC OS systems, client backup, LAN, WAN, Internet, telephony, cloud services, customer support helpdesk ITIL best practices certification IT Project management expertise Soft skills required Proactive, independent, results and goal oriented work approach Customer orientation, able to detect and define new customer service opportunities Excellent communication skills Good team spirit and leadership skills Good English and German speaking and writing. Additional skills are desirable IT service delivery management Knowledge of the ESOC site business requirements on corporate IT services PC, network, email, cloud, fixed and mobile telephony Knowledge of the ESOC corporate IT service catalogue Italian speaking. Specific Tasks Corporate IT service management at ESOC covers the following responsibilities Corporate IT ESOC site service delivery contract management and technical leadership for the local ESOC service team Corporate IT site customer and user relationship and partnership management Corporate IT ESOC site interface management with facility management, human resources, procurement, contracts and finance Corporate IT evolution projects transfer support to operations Lead engineering for local site specific corporate IT project developments. Currently ongoing projects are related to ESOC communications adaptations for events hosted at ESOC, ESOC mobile phone provider tender actions and ESOC security system connection to the corporate IT network. ESAs corporate IT services are outsourced to overall service providers OSPs. The service model follows a structured process definition based on ITIL best practices. Management of these corporate IT services for the local ESOC customers in coordination with the ESA corporate service definition processes is the task of the ESOC Corporate IT Service Manager. In this context the OSP service delivery has to achieve customer satisfaction, SLA compliance and service continuity during transition processes. The corporate IT infrastructure is under continuous demand to be evolved in line with market developments and changing user needs. This evolution process is shared amongst all ESA sites. Effective communication with end users, customers and internal business partners at ESOC is a key requirement for the corporate IT service management tasks to be able communicate change and to foster good partnership relationships. Support to these tasks are required in this work package. This Work Package covers support requirements to the ESOC corporate IT service manager at ESOC. Services to be provided Management support of the ESOC corporate IT infrastructure service delivery contracts in place and technical leadership for the delivery of the following services User workstations Windows PCs Macintosh IOS tablets MS Office IE Acrobat Firefox McAfee Client backup HP Mobile Information Protection Client encryption Sophos FileVault BitLocker Software distribution MS SCCM Printers Kyocera Messaging Collaboration IBM Notes, Domino, Connections, Mobile Connect, Sametime WebEx MS Sharepoint Virtualised workplace VMware Fixed, mobile and smart phone Alcatel IOS Android telephony SIP, VoIP IT helpdesk Local area network, wide area network, Internet services, videoconferencing, ESA network security ESA cloud services ESOC communication event support Established ESA corporate service contracts are in place to prepare ESA IT service solutions ready to be applied for ESOC users. A local field support service team at ESOC is available to deliver end user services. Monthly status and progress reporting shall be provided to the ESOC corporate IT service manager.
Tags: service
management
corporate
service management
Category:Transportation and Logistics
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