Service I Manager (Situation Management)

Role Overview: You will be responsible for leading critical IT incident response at scale to ensure millions of patients receive life-saving treatments without disruption. As the Service Manager for Situation Management, you will play a crucial role in operational stability by leading the response to major IT incidents that could impact patient care globally. Your decisions will be of high importance as you chair crisis calls, drive systematic troubleshooting, and ensure the swift restoration of critical systems. Additionally, you will contribute to the ongoing development, improvement, and optimization of operational stability by collaborating with vendors, line of business customers, and management teams at all levels of the organization. Key Responsibilities: - Lead and facilitate all investigation activities, meetings, and conference calls for major, critical, and high-priority incidents using a Systematic Troubleshooting approach - Act as the first point of contact for critical IT issues across the organization, creating and managing communication bridges during all outages - Serve as a Single Point of Contact (SPOC) for operational alignment between GBS and HQ SIMA Team, maintaining task overview across all SIMA activities and ensuring deadlines are met - Challenge and manage vendor teams to accelerate resolution of major and critical incidents, and negotiate solutions within the assigned budget - Drive process improvement initiatives and contribute to product development within the operating model - Manage the end-to-end service lifecycle of Crisis Communication Tools, including stakeholder management, budget, licenses, and system documentation - Work in a 24x7 dynamic setup with a combination of shift and on-call model to ensure round-the-clock coverage Qualification Required: - 10 years of hands-on experience as a Major Incident Manager with a proven track record in handling critical IT incidents - 6 years of experience in IT System/Service Management, including end-to-end lifecycle management - Masters or bachelor's degree in computer science, Software Engineering, or a comparable IT-related field (or equivalent job experience) - Experience in Disaster Recovery and Major Incident Handling within a global, multi-vendor environment - Excellent knowledge and practical experience with ITIL processes, Service Now (including reporting skills), and Problem/Change Management - Strong leadership attributes with the ability to manage communication with senior leadership and challenging stakeholders at various organizational levels - Experience managing vendor contracts, procurement processes, and budget management - Exceptional communication skills in English (written and spoken), with the ability to drive global meetings and deliver training across departments - Proven ability to work under high pressure with multiple concurrent IT issues, strong analytical skills, and a self-managed approach with personal drive (Note: The additional details of the company were omitted as they were not present in the provided job description.) Role Overview: You will be responsible for leading critical IT incident response at scale to ensure millions of patients receive life-saving treatments without disruption. As the Service Manager for Situation Management, you will play a crucial role in operational stability by leading the response to major IT incidents that could impact patient care globally. Your decisions will be of high importance as you chair crisis calls, drive systematic troubleshooting, and ensure the swift restoration of critical systems. Additionally, you will contribute to the ongoing development, improvement, and optimization of operational stability by collaborating with vendors, line of business customers, and management teams at all levels of the organization. Key Responsibilities: - Lead and facilitate all investigation activities, meetings, and conference calls for major, critical, and high-priority incidents using a Systematic Troubleshooting approach - Act as the first point of contact for critical IT issues across the organization, creating and managing communication bridges during all outages - Serve as a Single Point of Contact (SPOC) for operational alignment between GBS and HQ SIMA Team, maintaining task overview across all SIMA activities and ensuring deadlines are met - Challenge and manage vendor teams to accelerate resolution of major and critical incidents, and negotiate solutions within the assigned budget - Drive process improvement initiatives and contribute to product development within the operating model - Manage the end-to-end service lifecycle of Crisis Communication Tools, including stakeholder management, budget, licenses, and system documentation - Work in a 24x7 dynamic setup with a combination of shift and on-call model to ensure round-the-clock coverage Qualification Required: - 10 years of hands-on experience as a Major Incident Manager with a proven track record in han