IT Service Quality Manager

The candidate will be part of the Global Command Center (GCC) Quality Management team, within the GOSP Infrastructure Operation division, with the ownership of:

• Defining, monitoring and optimizing the IT Service Management processes, including definition and deploy of the related internal training and communication plan
• Identifying, launching and coordinating quality improvement initiatives, including AIOps
• Managing GCC communication and reporting towards GOSP C-Levels, building effective presentations

• a proactive, autonomous and driving approach
• an extensive experience in IT Operation Service Management with a large knowledge of the related IT Service Management practices, specifically as Incident Coordinator and Problem Owner. Experience in Major Incident coordination or Crisis management would be a plus
• an IT Technical Operation and development background
• a strong attitude to define fact-based improvements, both on processes and technologies
• the ability to define and implement reports, to define and monitor KPIs and to identify the needed improvements
• multiyear experience in managing projects

• Process analysis, design and reporting.
• Analyze, define, document and deploy process rules, procedures, KPIs (efficacy, efficiency, quality of execution) on IT Service Management processes.
• Design and implement reports (KPIs volumes and trends, …) and dashboards (on-line/off-line).
• Build effective presentations’ decks for GOSP C-level Leadership.
• Continuous improvement.
• Analyze and document data and KPIs trends, defining the needed corrective actions, eventually identifying AIOps requirements.
• Develop business cases for the identified corrective actions and initiate related projects, as needed.
• Define, manage and maintain the improvements’ action plans with all the stakeholders involved, eventually escalate activities to the appropriate leadership levels.
• Organize improvements plan review, document action plans status reporting.
• Communication management
• Define and maintain the GCC communication plan, regarding GCC department updates impacting other stakeholders.
• Define and deploy internal training and awareness session as part of GCC communication plan or as part of the identified improvement actions involving other stakeholders.

• Fluent in English (B2 minimum required)
• Outstanding communication and presentation skills
• Expert in IT Service Management and Project Management
• Expert in creating reporting and PowerPoint deck for C-level
• Proficient in data reporting implementation and data analysis tools
• Proficient in productivity and collaboration tools
• Very good knowledge of IT systems and networks architectures and operation
• Available to work in remote with colleagues distributed across Europe

• Join us and get the opportunity to develop your career in an international environment.
• You ca work on interesting projects in a professional team and have a long-term perspective.
• With us, you have the opportunity to work mostly from home.
• We also offer a varied package of benefits, where you can find: Meal allowances, Cafeteria allowances, Flexible working hours and the possibility of a home office, 5 weeks of vacation and 5 days of personal/medical leave, Meal plan in the amount of CZK 116/day, Contribution to pension insurance, Advantageous insurance, Multisport card.