Imaging Operations Manager

Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.

"If you are looking for big, global challenges, IS is the place to come. ABB’s portfolio includes some of the most advanced power and productivity products and systems in the world. To help us work more efficiently, you need to understand the power and potential of information technology. If you have the energy, discipline and intellectual firepower to succeed, you will find almost limitless opportunities to stretch your thinking, expand your horizons and build your skills as you work with talented people all over the world." In this role you will be responsible to deliver and to orchestrate the delivery of IS Service Line operations activities. Coordinates and supervises internal and external 3rd party supplier resources for the effective delivery and operational performance of the services in scope ensuring continuous improvement and compliance. This role reports to IS Service Owner.

Your responsibilities

• Responsible in day-to-day execution of IS service operation delivery, escalation and relationship management. Collaborating with Service Owners to map business process demand to existing or new IS services providing and helping on the direction of new demands and projects.
• Collaborating with Build Team to integrate Operation and Build activities (DevOps scope). Playing an active role in the definition of new contract with Vendors for the operational activities, service levels and Service Level Agreement (SLA) definition. Cooperating with IS Service Owner and IS Solution Architect to build IS Service operation activities.
• Responsible in incident management for ensuring service restauration within agreed SLA, business impact analysis and prioritization and finding the root cause of incidents (define workarounds, known errors and root cause analysis), following up on fixing root causes by planning problem resolution and change implementation.
• Supporting major incident and critical situation resolution and accountable for fulfilling the service requests in the agreed SLAs and collaborate with IS Service Owner to define Service Catalog.
• Reviewing SLAs and corresponding service monitoring and controlling metrics to identify rightsizing opportunities. Dedicating expert resources to proactively monitor problem volumes, RCA quality and solution timelines and follow up on potential improvement opportunities.
• Ensuring service availability and service performance are properly monitored at sufficient level in case of event of disaster and configuration of state changes and thresholds for proactive monitoring. Recording and reporting change of state in case of an event and respond adequately.
• Collaborating with ABB IS GBS departments to define level of monitoring, type of monitoring and assure all Consumer Interaction Points Lifecycle Experience are under control and correct support is provided. Undertaking periodic audits to ensure correct user access has been provided to systems
• Executing the IS service delivery utilizing the internal IS delivery units and IS operations team members as well as external 3rd party IS service suppliers in a “core and flex model” as advised. Keeping up to date the Configuration Management Database (CMDB), ensures the availability of the information related to service configuration and the configuration items (CI) which are used to form service in scope, when needed, including the relationship between CIs, i.e. the way they are configured.
• Reviewing periodically the performance of the operation teams, the quality of the deliverables and the stakeholder’s as well as end user satisfaction. Contributing to the IS Service Catalogue, sets directions in the areas of service introduction and end user support. Ensuring Service Desk organization is properly informed and trained to route correctly requests and incidents.

Your background

• Master’s Degree in information management, computer systems, business engineering or similar.
• Minimum of 7 years of experience in the relevant service area are required.
• ITIL certification v3 or v4, ideally LEAN/Six Sigma Certification is preferred.
• Fluent spoken and written English.
• Project Manager, Agile certification is good to have.
• Experience in IS risk, security and compliance.
• Strong knowledge of ITIL processes.
• Superior knowledge of IS technology.
• Proactive in Continual Service Improvement, always open to adopt new and innovative IS techniques and technologies.
• Demonstrated ability to effectively manage multiple simultaneous projects and deliverables.
• Proven track record of working with Agile and DevOps teams.

More about us

Interested in joining our team in this role? If so, we look forward to receiving your application via our online careers tool. Please submit your CV and motivation letter in English – documents in other languages will not be reviewed. HQ Talent Acquisition Team, ABB Asea Brown Boveri Ltd. Let’s write the future. Together. www.abb.com/careers We reserve the right to withdraw this posting at any time.