Date: Feb 16, 2023
Location: Prague, CZ
Requisition ID: 25510
Responsible for internal and 3rd Party delivered IT services within a region, business unit, country or functional area, managing the day to day operational relationship with IT clients and service providers.
Responsible to educate and work closely with key stake holders to understand service and support needs as well as communication on critical issues.
Responsible for managing day to day delivery of IT services to the business investigates and addresses service delivery outages, acts as single point of contact and escalation for both service providers and MCBC IT service users; manages resolution of service issues; ensures performance issues are escalated as required.
IT services are delivered through multiple outsourced service providers. These IT services support critical business operations and directly affect make-ship-sell beer processes, as such this role has sole responsibility for their coverage area in ensuring the services delivered from those outsourced providers are effective & operate without issue.
What will be your key responsibilities?
Manages day to day relationships with third party service providers to ensure the effective delivery of IT services, ensuring consistent adherence to and proper execution of agreed policies and procedures by all parties while identifying and developing process and solution improvement opportunities.
Manages the day to day relationships with IT clients, including communication of service issues, outages and other activities, actively participates in proactive incident & problem management, reviewing delivery performance against SLA’s, following up on trends and proposing action plans.
Manages IT service problems and escalates major problems through the Service Operations management hierarchy as necessary, communicating with internal clients/employees on root cause analysis & issue resolution.
Manages and coordinates local on site support and other external resources involved in the delivery of IT services, ensuring service provider adherence to agreed service level agreements for infrastructure and application services as appropriate.
Escalation point for their area of business responsibility for IT service issues as well as escalation point for both MCBC and service provider regarding service concerns, risks and opportunities.
What should be your background?
Education: Degree in IT, business or related curriculum, preferred: Professional ITIL Certification
5-8 years IT experience
knowledge of ITIL and IT operations processes
understands IT service management activities
strong communication skills, both written and verbal
good relationship management skills
Managing 3rd party providers/IT controlling (>2 years) is advantage
Experience in working on outsourcing models (>2 years) is advantage
At Molson Coors we seek diversity. Differing perspectives lead to challenging the expected, which keeps new ideas bubbling up. We’re an equal opportunity employer and invite applications from candidates from all backgrounds, race, color, religion, sex, sexual orientation, national origin, gender identity, age, disability, veteran status or any other characteristic. We take pride in celebrating our unique brew.