Global Service Owner - Windows OS Lisboa

Global Service Owner - Windows OS
Lisboa
Lisboa, Lisboa, Portugal

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As a Global Service Owner for distributed managed OS, your main objective is to: Protect all
- oriented
- technical processes for
-
- end IT product management.

Your responsibilities include:

• Manage all
  - technical
  - oriented processes within a formal ITIL Enterprise Foundation framework (ITSM).
• Focus on Qo
  S (Quality of Service), process evolution, design, and operations for distributed managed OS product teams.
• Act as governance, escalation, and coordinating instance to reduce MTTR, MTTA, MTTF, MTBF scenarios.
• Manage operational support service provider partners to ensure high quality and service alignment.
• Oversee relevant KPIs, SLAs, OLAs for the product team and establish proactive communication to optimize and support trends like AI-Ops,
  - left activities, proactive incident avoidance, and automation.

YOUR PROFILE

Experience and skills required:

• Senior and advanced experience managing ITIL/Prosci related enterprise environments (e. g. , ADKAR in change management).
• Good understanding of enterprise IT environments, especially managed OS and databases (Linux, Windows, Oracle, SQL).
• Knowledge of both current and legacy operating systems and databases.
• Deep understanding of Qo
  S frameworks and management.
• Advanced knowledge of ITIL V3/V4 service delivery processes.
• Experience with ITSM process structures like Incident, Problem, Change management.
• Interest in
  - oriented cloud solutions and platforms such as Amazon AWS, Microsoft Azure, or private data centers.
• Leadership and organizational skills with the ability to guide and mentor teams.
• Autonomous,
  - oriented, and
  - organized work style.
• Interest in AI-Ops solutions for operational support optimization.
• Open-mindedness, strong communication, and stakeholder management skills.
• Experience working in multicultural, distributed environments.
• Upper intermediate or higher English proficiency.
• Customer-centric,
  - oriented, with influencing skills and process analysis abilities.
• Basic or advanced experience with Power BI development.
• Ability to communicate at an executive level and handle sensitive issues.
• Strong
  - building and relationship management skills.
• Proactive and autonomous in complex situations.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology and Engineering

Industries

• IT Services and IT Consulting