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Service Level Manager
1 year ago
Job Overview
Global IT Service Management Office is responsible for managing services and processes in Global IT; responsible for monitoring the quality of IT services, continuous improvement of services and processes; responsible for interaction with users and key customers of IT services all over the company.
What will you do?
Service Management: maintaining the catalog of IT services, service level agreements, developing, implementing and monitoring KPIs for IT services.
Business Relationship Management: being the voice of the customer, building and maintaining relationship with key customers of IT services in the company, processing requests and proposals from business units for the existing and new IT services, working with user feedback.
Continual Service Improvement: identifying improvement areas for IT services, initiating and coordinating activities for continuous improvement of IT services.
Business Continuity, Disaster Recovery Planning and Risk Management: in liaison with responsible IT teams planning and implementing measures to ensure the functioning and / or the speedy recovery of IT infrastructure and IT services in emergency situations.
Incident Management and Problem Management: coordinating the work of IT teams to resolve incidents with IT services, proactively identifying potential problems that may lead to incidents, and coordinating the search for the solution.
Release Management: coordination with IT and business units of scheduled and unscheduled maintenance and release activities on the company's IT infrastructure, cross-impact analysis and coordination of works.
Capacity Management: coordination of activities to plan the IT resources required to provide IT services during financial planning cycles in the company.
IT Governance: methodological support and control of local IT teams regarding the provision of services and processes in Global IT.
What are we looking for?
- Higher education with major in computer science, electronics or other engineering/technical disciplines, work experience in the specialty.
- English level UI and above.
- Understanding of IT infrastructure, practices and principles of ITIL and/or Cobit.
- Service and customer-oriented way of thinking.
- Leadership skills, the ability to negotiate, promote and stimulate the team to fulfill the tasks.
- Written and oral communication skills, ability to establish interaction between different teams to solve work problems.
- Analytical and critical thinking skills, ability to think strategically and act tactically as needed.
- Time management skills and the ability to combine several roles at the same time.
- Ability to learn quickly, the desire to gain new experience and knowledge, as well as their practical application.
- Teamwork skills and ability to resolve conflict situations.
- Initiative with focus on quality and results.
- Stress tolerance.
What additional skills will help you stand out?
- ITIL certification (Foundation and above).
- Understanding the practices and principles of Business Continuity, Disaster Recovery Planning and/or Risk Management.
- Understanding of practices and principles of project management in IT.
- Understanding the value of the process approach to managing operations in IT, Lean principles.
- Experience in developing and preparing reports.
About Wargaming
Wargaming is an award-winning online game developer and publisher headquartered in Nicosia, Cyprus. Operating since 1998, Wargaming has become one of the leaders in the gaming industry with 15 offices worldwide, including studios in Chicago, Prague, Shanghai, Tokyo, and Vilnius. Our diverse and multicultural team works together to deliver a top-class experience to millions of players who enjoy Wargaming's titles across all major gaming platforms. Our flagship products include free-to-play hits World of Tanks, World of Warships and World of Tanks Blitz.
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