Service Manager (Rapid Productivity, Agentic AI)(m/f/d)

About the Job

The Service Manager has end-to-end responsibility for delivery of a set of IT Services in a Tribe. This consists of the ownership of used and required technologies, costs, compliance, security and the delivered quality.

Beside the general service delivery, the Service Manager has a crucial role in the interaction with the agile delivery teams or Agile Release Trains for service development, technical service delivery sourcing, service transition to production and continuous improvement.

What you do

• Ensure stable and efficient operation of services including availability, capacity, service use and provisioning responsibilities (following the agreed SLAs and KPIs). Ensure continuous improvement which includes the shaping of the delivery setup and stability initiatives (incl. day to day Problem Management on delivery level) • Ensure service compliance via pro-active management of toxicity, vulnerability and Risk Assessments including mitigation planning and steering. Ensure all responsible services are SPM process compliant managed, to cover all operational, financial and compliance related criteria • Manage the application lifecycle which includes required PenTesting & DR Testing (following the global requirements). Support delivery functions during critical operational events e.g. INC and act as an escalation point • Support the Tribe Lead and Production Management for monthly & quarterly OE facing ceremonies (Service Review Committee, IT Steering Board). Actively manage service limitations and findings based on the agreed Service Delivery SLAs. Develop cost-effective IT services that contribute to the service portfolio. Responsibility for budget and P&L of the respective services. • Oversee the coordination, tracking, and handover of individual services to standardized services and support the Tribe Lead for portfolio management of new, existing, and decommissioning services. Drive and define important indicators and their monitoring, e.g., cost per service, quality, capacity, business continuity and IT security, and ensure compliance with IT standards and processes. • Manage the technical delivery sourcing (in strong alignment with the Chapter Leads), transition and delivery of services following the service description, service catalogue and contract Collaborate with technical and delivery experts or respective service providers to ensure the services are balanced between both standard solutions and customer needs. • Own and drive service specific audit requests (OE driven, internal & external Audit) as well as the implementation of global processes and controls for the relevant technical service delivery organization (in strong collaboration with agile roles e.g. RTE). Ensure active personal contribution to the CTO1 AGCS Service Manager community and an active contribution of further IT Operating model evolution and optimizations.