Description du poste This role is key within the Technology Operations Service Operating Model and will work in line with the Global processes that are established within Maersk. Service Design and Introduction is one of several ITIL processes introduced as part of the operational process transformation programme of work.
The Service Design and Introduction Lead will have the accountability to ensure:
*Ensuring key aspects of Service Design and Introduction are completed and signed off through the lifecycle of new and changed services within the operating tower.
*Work closely with Global IT Services and external supplier and delivery organisations.
*Coaching on best practice in Service Design and Introduction
*Mentoring and championing the Service Design and Introduction processes and procedures
* Supporting the Service Design and Introduction Principal to update and refine the Service Design and Introduction documentationRole description:
This position will sit within the Tech Ops delivery function and will be aligned to a tower and will be accountable for Service Design and Introduction Working co-operatively and supporting the Service Design and Introduction Principal within the Demand Management Portfolio on new and changed service specific to the tower. Supporting to drive improvements in the design, transition and early life support of new and changed services. Directly aligned to the tower and the external service organisations responsible for delivering the services to underpin the business functions. As champion of the Service Design and Introduction process the role holder will be responsible for providing a consistent response and the completion of deliverables through the process, to incorporate formal risk management adoption with the assigned tower. Supporting the post implementation reviews to drive process improvements and address issues
Responsibilities
Enable the effective operationalization of the Global IT Service Design and Introduction process. Supporting the Demand Management of new and changed services within the tower business, to support the delivery timescales for implementation. Ensuring the resources are correctly allocated to support the demand pipeline ensuring that all new and changed services follow integrate into the Service Design and Introduction Framework. To manage the Service Design and Introduction process within the tower delivering key actions such as: + Designing and documenting both the high-level and low-level Service Design Documents
+ Readiness requirements - both Service Acceptance Criteria & business acceptance criteria are identified and met.
+ Seamless integration into live services
+ Entry and exit criteria is defined and signed off through each gating stage
+ Documented support models and SLA/OLA for new and changed services.
+ Requirements are delivered to identified stakeholders.
+ Ensuring that Service Line resources are appropriately identified and trained.
+ Ensuring that the business interests are maximised.
+ Produce status reports covering new and changed services in flight with risk and issue data where appropriate.
+ Support the review the efficiency and effectiveness of deployed services once live to for improvements to the process
Experience and knowledge:
Managing virtual teams and working cross functionally. Managing and working with service provider relationships. Service Desk or Support Group experience. Demonstrate problem solving capability. Sound understanding of corporate IT infrastructure from a management perspective. Demonstrate the ability to take decisions where required, avoiding escalation where possible. Qualified in one of the following practices ITIL v2/v3/v4 to manager/expert/master level or qualified to a practitioner level. Demonstrable evidence to support SD&I documentation; both HL and LL. Previous SD&I experience is essential – minimum five years.
Experience of working with 24
7 shift teams and matrix reporting
Skills:
Tenacity and diplomacy skills – will need to be able to overcome setbacks and barriers to resolution. Strong customer focus and empathy to business impact of incidents High degree of systemic thinking (cause and effect) and demonstrated process improvement capability. Sufficient technical ability to be able to ask the right questions of service providers both internal and external. Ability to communicate with people at all levels of the organisation globally. Ability to assess Service Design and Introduction within a global context. Demonstrated negotiation and conflict resolution skills. Willing to work unsociable hours as necessary
At Maersk we value the diversity of our talent and will always strive to recruit the best person for the job – we value diversity in all its forms, including, but not limited to, gender, age, nationality, race, sexual orientation, disability, or religious beliefs. We are proud of our diversity and see it as a genuine source of strength for building high performing teams.
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Additional info
Ref. R72544 At APM Terminals, we are a team of over 20,000 employees spread across more than 60 countries united by a passion to provide our expertise in port operations and container management services. By providing the expertise and port infrastructure essential to world trade, we actively support the advancement of the societies around us, enabling local economies to unlock their potential and build an even stronger global community. Working with a team of talented professionals you will get a chance to experience different cultures and make friends all over the world. You'll find a culturally diverse, stimulating environment at any of our offices, terminals or depots. When you join APM Terminals, the world is your workplace. APM Terminals is an independent business unit within the Danish Maersk Group – a Global Fortune 500 company with about 89,000 employees and offices in 130 countries with global growth opportunities in a range of fields from shipping and energy to our offshore and manufacturing industries - Join us to achieve even your most ambitious career goals!
Détails du poste Lieu de travail Maroc Domaine de la société Autres Services de Soutien aux Entreprises Type de société Non spécifié Type demploi Non spécifié Salaire mensuel Non spécifié Nombre de postes à pourvoir Non spécifié