Skype - Operate Landscape Manager (OLM)

The Skype - Operate Landscape Manager (OLM) is end to end accountable for the Skype Enterprise Service within the Workspace Landscape. The Skype OLM will assume responsibility for the delivery of the day-to-day, E2E Skype Service, in line with the agreed Service Levels and/or Operate Level Agreements. The Skype OLM will work closely with the other OLM’s in this Global Team and act as a backup for one of the other OLM’s during leave or absence.

Responsibilities

• Owns the service in the Service and Request Catalogue (ServiceNow)

• Drives Incident/Problem resolution by assisting in key operational activities in terms of delivery, fixes, and supportability with operations staff and/suppliers.

• Monitors Service Level/Capacity/Availability Management

• Manages Service Reporting by Supplier and LOI to meet business needs

• Drives Continuous Service Improvement initiatives

• Manages the service specific IT controls incl. audits

• Manages the demand and financials (COBACHI, Annual Budget Review)

• Secures integration within wider landscape of enterprise services

• Is the Single face to the business for escalations incl. systemic issues

• Engages Supplier Delivery on systemic issues with supplier service

• Initiates stakeholder communications (incl. End Users when required with support from the Change & Engagement Team) Additional responsibilities

• Escalation point for operation-related issues

• Ensure sign off readiness for Supportability & Transition for Operations (agreement to deploy, agreement to operate)

• Assist the Lead/Senior OLM with managing the demand, incl. financial impact, for Operate landscape, and as such for all the components in the landscape

• Ensure new application services are written into Service Level Agreements and Service Catalogues in a consistent way

• Be responsible for the execution/deployment of releases and approval of changes for the Workspace Landscape • Support the Lead OLM to effectively represent the Operate organization to the GF SOM, GF CIO and other stakeholders

• Promote a Continuous Improvement culture within own scope of accountability (within Shell team and 3rd party suppliers)

Knock-outs

• Operational knowledge of Enterprise IPT and Skype for Business environments

• General understanding of / experience with MS Teams

• Advanced Excel and Access experience

• Operational knowledge of Active Directory

• Ability to run/create PowerShell Queries

• PowerBI experience is an advantage

Let op: het heeft alleen zin te reageren als je als projectmanager eerder een soortgelijk project hebt aangestuurd. Zie knock outs.

Locatie

Den Haag

Startdatum

22-10-2018

Einddatum

21-4-2019, optie op verlenging

Tarief

In overleg

Inzet

100%

Taal

Nederlands en Engels (Alleen Engese CV’s worden in behandeling genomen)

Reageren kan nog tot maandag 15 oktober 10:00 uur door middel van een cv in word format en een korte motivatie met vermelding van beschikbaarheid en tarief.