The Service Owner of End User Services is accountable for the high-quality Service Delivery towards the Omya Business for the following services: Workplace Internal, Workplace External, Workplace OT, Workplace GSD, FSO, HAM, SAM, Swivel Chair Directory & Authentication Identity & Access Management, and Privilege Access Management. The role will be fully responsible for the complete Service Lifecycle of the respective services.
The role oversees a team of Service Managers and Specialists responsible for the daily execution of Service Management tasks and related processes, mainly in collaboration with external partners. It will involve collaborative matrix management within the DTX organization, working closely with Business Engagement, Enterprise Architecture & Innovation, Solution Design & Implementation, and Governance & Management functions to ensure a smooth and integrated end-to-end service delivery of the DTX Services.
MAIN RESPONSIBILITIES:
* Accountable for Service Delivery including the complete Service Lifecycle for all Business and Technical Services, with a focus on Continuous Service Improvement.
* Ensure operational processes are highly automated and efficiently executed, minimizing manual efforts as much as possible.
* Responsible for Incident and Problem Management, ensuring fast resolution of incidents, handling service requests, and addressing systemic service issues to improve solution/service health.
* Accountable for Contract Fulfillment with partners and suppliers, closely collaborating with DTX Sourcing, Operations Management, and other DTX functions.
* Responsible for Performance Measurement including defining and reporting on DTX Services based on OLAs, SLAs, and KPIs to ensure high-quality delivery.
* Responsible for Service Budget Planning, managing security requirements, identifying risks, and overseeing Service Management processes in alignment with DTX Finance, Governance, and Management teams.
KNOWLEDGE, SKILLS AND ABILITIES:
* University degree in Computer Science, Information Technology, Business, or a relevant field.
* 4 to 7 years of relevant IT experience, with at least 2 to 5 years in Business Process Design/Modeling.
* Fluent in business English with the ability to explain complex solutions and processes to senior management in business terms.
* Strong IT skills combined with a solid understanding of business processes.
* Proven project or program management skills.
* Experience in business process re-engineering projects.
* Capable of understanding, articulating, and translating business requirements into process improvements, as well as developing an information system evolution roadmap.
WHAT DO WE OFFER?
* Hybrid Work Model: Flexibility to work from home and in the office according to the policy, helping you achieve a healthy work-life balance.
* Ticket Restaurant: Enjoy a daily meal allowance to support your well-being.
* Flexible retribution: Kindergarten & Transport.
* 30 Labor Days of Holidays: Ample time off to relax and recharge.
* Language Lessons: Access to language lessons to help you grow both personally and professionally.
* Medical Insurance: 50% company-subsidized medical insurance for employees, with the option to extend coverage to family members at a highly competitive rate.
* Open and Modern Office Environment: Work in a collaborative, innovative, and comfortable space designed for your success.
* Willingness to travel occasionally, as required.
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