A service manager is an incident, problem, and change/release manager:
INCIDENT MANAGEMENT
* Managing the work of Incident support
* Producing management information and reporting including analysis and
recommendations
* Participating in developing and maintaining the Incident Management systems
moving from IT-technology focus to customer focus
* Ensure that Incident Management KPI’s in the SLA’s are fulfilled
* Perform trend analysis on Incidents/ Service Requests and raise Problems if a
common root cause is lacking
* Request resources for the support effort
* Notify the participants in the Incident Management process when standards and
procedures are not being followed.
* Monitor the effectiveness of the Incident Management process and make
recommendations for improving it.
* Assist operational specialists and other service managers in handling incidents
and service requests.
PROBLEM MANAGMENT
* Identification of problems
* Monitoring open problems
* Escalate problems
* Update problem cases
* Define work-around
* Review incidents.
* Assign resources
* Relate Incident to problems
* Report accurate KPI’s
* Identify trends
* Ensure that KPI’s are met
* Participate in improving the problem management process.
* Assist operational specialists and other service managers in handling problems
CHANGE/RELEASE MANAGEMENT
In relation to the customer:
* Assess change i.e. assess the impact, stakeholders, requested implementation
date, risks.
* Resolve conflicts boundary issues regarding change management hence settle
disputes with customer regarding add on service or not.
* Quote customer a price for add on service
* Define, execute and adjust change and release plan
* Negotiate approval of change
* Communicate with stakeholders at customer with regards to plan, progress and
completion of task
* Ensure the operational documentation is updated
* Coordinate Service Windows with Customer
In relation to NNIT:
* Ensure allocation of resources for assessing a change
* Plan change – e.g. tasks, deadlines, tests; risks, rollback plan
* Push for implementation of change according to production schedule
* Resolve conflicts regard taking ownership of implementation of change.
* Participate in improvement of the change and release process
* Updating instructions in relation to handling changes in Remedy
* Assure that changes are processed such that SLA Reporting can be done within
deadline.
* SLA reporting in relation to changes.
* Ensure that the operational documentation is updated.
* Ensure that KPI’s are met.
* Coordinate Service Windows within NNIT
* Assist operation specialists and other service management in handling changes.


Requirements:
Min. 5 years of IT related work experience. Long/higher education (university or like) -
with following supplementary relevant education and certification; The following
experience is preferred:
* Domain knowledge and work experience of IT
* Experience of Service Management Tools
* (Associated SDM) Ability to handle basic SLA related financial processes
* Hold ITIL foundation certification
Be able to use these Tools:
*Must master MS office - especially Excel.
* Must master Remedy
* Must master Sharepoint Portal
* In good health condition.

NNIT A/S是丹麥領先的IT咨詢服務公司，致力于運用IT技術解決生命科學行業的各種復雜挑戰。過去的十多年，我們將最先進的技術應用于軟件開發，業務流程和多方溝通中，我們全方位的解決方案幫助客戶提高運營效率，同時實現企業的經營目標。
NNIT提供的服務涵蓋開咨詢，開發，實施，運營，并為客戶提供IT解決方案和IT系統運營的支持。 2016年，我們的收入為28億丹麥克朗。
今天，NNIT擁有超過2800名員工–其中超過1200人在丹麥境外工作–在中國，捷克，菲律賓，瑞士和美國。
中國分公司是NNIT丹麥境外最大的交付中心。自2006年成立以來，中國分部已 飛速發展為一家規規模超過800人的IT公司。
NNIT中國分部提供的服務涵蓋包括IT戰略咨詢、解決方案開發、系統運營維護、日常技術支持在內的所有業務領域，并成為了NNIT面向歐洲客戶的重要交付中心。
與此同時，NNIT中國也擁有許多本地客戶，我們秉持NNIT對質量的追求。因此，我們的質量和安全管理系統取得ISO認證并符合其要求，范圍涵蓋IT系統的咨詢、開發、技術管理和服務等方面。