it service delivery manager

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job details

istanbul, istanbul (europe)
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job description

We are looking for an IT Service Manager who will be in charge of identifying business departments’ need and oversee the delivery of the services within the company in order to provide consistently high level of customer service for the internal customers.

Being owner of Service Level management procedure; managing the bank’s IT service categories and internal SLA
between IT and business departments,

Managing Incident and Problem Management Procedures, managing the bank’s Helpdesk tool to provide IT service,

Evaluating SLA performance of internal IT service and generating reports to management and business departments,

Organizing IT service satisfaction survey within the bank,

Analyzing, coordinating within IT department and keeping improving internal IT service,

Monitoring applications, infrastructure incidents by using bank’s monitoring systems,

Being owner of IT Operations Management Procedure; following the procedure to perform daily IT operational
activities including printer operation, desktop installation, EOD execution, and application upgrade tool operation,

Being owner of Configuration Management procedure; organizing configuration management activities under
guidance of the procedure,

Managing production and DRC change schedule; approving change window based on production activities.


Bachelor’ degree of Computer Science, Information System Management or related fields,

At least 10 years of experience in IT Service management or IT operation management,

Solid understanding of IT Service Management and ITIL standard helpdesk system,

Very familiar with BRSA’s IT regulation and IT audit process regarding to IT operation,

Having experience of managing at least one mainstream helpdesk tool,

Having team leader experience,

Having ITIL, COBIT or IT Service related certification is must. PMP certification is plus,

Advanced level of spoken and written English,

Strong analytical skills to quickly assess situations, their impact and options for resolution,

Having good written and verbal communication skills,

Having a results orientated and systematic approach,

Ability to manage complex, multiple, concurrent projects and related activities,

Strong multitask management skills,

Ability to work under pressure and deliver within limited timescale,

Having team motivating and result oriented coordinating skills,

No military service obligation for male candidates.
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