You will be responsible for the end-to-end performance management of all IT services used by the Gardena Division, ensuring business criticality, measurability, and alignment with divisional priorities
Job Summary
You will be responsible for the end-to-end performance management of all IT services used by the Gardena Division, ensuring business criticality, measurability, and alignment with divisional priorities.
Key responsibilities include defining the divisional service performance strategy, managing SLAs/SLOs, KPIs, and availability targets for critical services, and translating data into actionable recommendations for senior management.
The role involves leading and developing a team of Business Engagement Managers, fostering a culture of responsibility and continuous improvement, and ensuring the voice of the business is captured and translated into IT actions.
Matching Summary
You will be responsible for the end-to-end performance management of all IT services used by the Gardena Division, ensuring business criticality, measurability, and alignment with divisional priorities.
Skills & Requirements
Must-have
IT Service Management
Service Governance Framework
Critical Incident Lifecycle Management
Service Level Agreements (SLAs)
Key Performance Indicators (KPIs)
Nice-to-have
Smart Gardening Solutions
Continuous Improvement Culture
Executive-Level Communication
Team Leadership and Coaching
Key Requirements
Over 10 years of experience in IT Service Management / IT Operations / Service Governance
At least 5 years in a senior leadership role (Director / Head-of)
Experience in a global matrix organization
Proven success leading customer/business-facing teams
Deep expertise in ITIL, Incident/Problem/Change Management