EMPLOYMENT OPPORTUNITY: DE0202857
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Position
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(Senior) Service Management Consultant ITIL (f/m)
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Reference
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DE0202857
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Division
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Professional Services
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Job Category
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Technical
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Location
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Germany (bevorzugt Muenchen, Ratingen, Langen, Stuttgart)
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Summary
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(Senior) Service Management Consultant with focus on IT Service Management and IT Governance according to ITIL, Cobit and ISO 20000.
Customer Consulting, performing Assessments, Studies and preparation of Customers for Audits will be a major activity in this job. A very good understanding of IT Processes and IT Service Management Tools coupled with excellent communcation and softskills is required. Longterm experience as IT Consultant with a deep knowledge of Customer DataCenters with direct contact to the IT Lead/Manager, Project Management up to CIO level is needed.
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Description,
Skills,
Education
& Experience
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Responsibilities and Accountabilities
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Responsible for Process, Product, People and Organisational Consulting Delivery within dedicated billable Customer projects.
Performing Assessments and Analysis for the other Sun practices - Systems, Storage and Software - therefore interfacing with these practices and receive support.
Trusted advisor to the customer in analysing, optimizing and new design of IT Organisations. Design and Implementation of efficient Processes with cost-benefit financial analysis according to our S-DAF (Sun Datacenter Analysis Framework) and SODC (Service Optimized DataCenter) Methodology.
Planning and accomplishment of Interviews, Workshops and Presentation of Recommendations/Findings is day-to-day live as well as Consulting and Project Management during the implementation phase of Findings/Quick Wins.
Thorough Analysis of existing DataCenters based on functional, technical and financial Assessments.
ITSM / Service Level Management
- Creating SLAs together with the customer in workshops and interviews.
- Definition of Service Level Objectives
- Definition of Operational Level Agreements and Underpinning Contracts
Key Performance Indicators (KPI)
- Definition, Design and Implementation of KPIs measurements and thresholds
- Design and Visualisation of Service Level Objectives and KPIs using Dashboards, Balanced Scorecards and IT Service Management tools.
ITIL v2/v3 with Main Focus on Analysis, Design and Definition of:
- Service Level and Financial Management
- Configuration Management, Change and Release Management
- Service Desk, Incident, Problem, Availability and Capacity Management
ISO 20000
- Accompany Customer in ISO 20000 certification process
- Achieve Customer's Audit Readiness
CobIT 4.0 IT Governance Model
- CMMI Maturity Model, perform Assessments (Sun Methodology OMCM/OCA)
- Definition and Design of KPI, KGI (Key Goal Indicators) and Control Objectives in relation to ITIL
Qualifications and Experience
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- Excellent understanding of ITIL and capability to adopt to real life DataCenters.
- ITIL Service Manager (Service Support and Service Delivery) Certificate (TÜV/EXIN).
- Knowledge and/or certification in COBIT and ISO 20000 is beneficial.
- Good functional and technical knowledge of minimum one of ITSM/ITIL tools e.g. BMC, Remedy, Tivoli, Compuware/Proxima, Halcyon, Nimsoft.
- Design and Practical Usage of Balanced Scorecards, ITSM Dashboards.
- Very good technical understanding of how a DataCenter works and in terms of products, process, people and organisation.
- Good knowledge about Business processes and design tools e.g. ARIS, iGrafX.
- Good understanding of SOA, IT Service Management and Compliance Requirements.
- Broad technology Know-How about Server, Storage, Network in the UNIX area.
- Good understanding of Consulting and Project Management methodology.
- Displays high levels of energy and drive, thrives under pressure, with strong business acumen and excellent verbal and written communication skills.
- willingness to travel regularly (within Germany) is assumed.
- diplomatic skills/fortune and good team player.
- At least 5 years Consulting and 3 years practical ITIL/ITSM experience in IT Industry.
- University degree in informatics and/or business administration.
- Proficiency in German and English (spoken and written) essential.
"The Network is the Computer"
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