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是丹麦领先的IT咨询服务公司，致力于运用IT技术解决生命科学行业的各种复杂挑战。过去的十多年，我们将最先进的技术应用于软件开发，业务流程和多方沟通中，我们全方位的解决方案帮助客户提高运营效率，同时实现企业的经营目标。
NNIT提供的服务涵盖开咨询，开发，实施，运营，并为客户提供IT解决方案和IT系统运营的支持。 2016年，我们的收入为28亿丹麦克朗。
今天，NNIT拥有超过2800名员工–其中超过1200人在丹麦境外工作–在中国，捷克，菲律宾，瑞士和美国。
中国分公司是NNIT丹麦境外最大的交付中心。自2006年成立以来，中国分部已 飞速发展为一家规规模超过800人的IT公司。
NNIT中国分部提供的服务涵盖包括IT战略咨询、解决方案开发、系统运营维护、日常技术支持在内的所有业务领域，并成为了NNIT面向欧洲客户的重要交付中心。
与此同时，NNIT中国也拥有许多本地客户，我们秉持NNIT对质量的追求。因此，我们的质量和安全管理系统取得ISO认证并符合其要求，范围涵盖IT系统的咨询、开发、技术管理和服务等方面。