Emea It Service Manager
CurrentEMEA IT Service Manager, working with a team of service managers to ensure that IT services are delivered according to agreed SLAs, co-ordinating IT personnel during issues affecting IT services. We ensure that the appropriate people are engaged, issuing timely and informative communications and in identifying opportunities for process improvements.Key responsibilities include:Critical Incident Management coordination. Responsible for the Post-Event process, leading Post Incident Reviews and determining remediation actions; Relationship Management - Voice of Customer, representing EMEA region on impact assessments, and supporting Global Service Centres; Problem Management - reviewing problem trends and proactively taking action to remediate recurring issues. Providing a single point of contact for one or more problems, and responsible for ownership and coordination of actions of those problems to analyse for root cause, identifying known errors and coordinating actions to correct the error; ITIL Process Liaison; Change Management - responsible for coordinating change functions (component and system level), identifying and resolving any scheduling clashes and issuing timely and informative communications; Process Improvement Projects; Operational Readiness - facilitating IT screenings of new solutions and ensuring new IT services are set-up in an environment that integrates into 3M’s standard global support processes; SLA’s and service metrics. Creating, enhancing and maintaining a number of Power BI reports.
