Service Operations Manager - SAP BRIM (NBS)

Synapxe; Queenstown; On-site; NZD 90,000 - 120,000; Full time

Job summary

A HealthTech company in Queenstown is seeking a Service Operations Manager to maintain high service levels and manage IT operations. The ideal candidate will have at least 8 years of experience in IT service management and proven skills in incident management and problem resolution. This role involves collaborating with various teams and overseeing third-party service providers to ensure effective service delivery.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
• Minimum of 8 years of experience in IT service management or related roles.
• Proven experience in managing service operations, incident management, and problem resolution.

Responsibilities

• Serve as a Subject Matter Expert to enhance service operations.
• Implement response and recovery plans.
• Lead internal and third-party service provider review meetings.

Job description

Overview

Service Operations Manager - SAP BRIM (NBS) is responsible for maintaining high levels of service and ensuring that all IT operations activities are performed. You are the subject matter expert in technology and/or business domain.

Role & Responsibilities

• Serve as a Subject Matter Expert to enhance the organization's capability in applying service operations and maintenance frameworks effectively
• Implement response and recovery plans focused on improving service recovery processes
• Assist senior leaders in disaster recovery planning and related activities
• Lead internal and third-party service provider review meetings to discuss performance, service improvements, quality, and processes
• Troubleshoot and resolve service health issues, coordinating with relevant parties to eliminate impediments impacting service performance
• Organize system activities, including planned maintenance events, system backup processes, and disaster recovery drills
• Support and assist in high-severity incidents, facilitating problem management meetings
• Develop operational support material blueprints for application disciplines, ensuring they are concise and comprehensive, covering internal security and technology standards
• Collaborate with multiple internal teams to restore services during incidents, gathering necessary experts for root cause analysis and problem resolution
• Track and ensure compliance with SLAs, KPIs, and metrics related to service and operations performance

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field
• Minimum of 8 years of experience in IT service management or related roles
• Proven experience in managing service operations, incident management, and problem resolution
• Experience working with third-party service providers and vendors

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