Position: Service Operation Manager
Company: TietoEVRY
Category: Project Manager
Experience required: 3y
English level: intermediate
Published: 2022-04-01T00:00:00+03:00

**Responsibilities**
-Develops and maintains service capacity forecasts, responsible for the day-to-day operations, capacity and proactive monitoring of the cloud service. -Proactively monitors the service as it moves through continuous integration and delivery/deployment, in addition to production itself. 
-The service operations manager also provides recommendations and trend analysis to assist in service lifecycle management from planning, through developing and releasing, to support, operations, measurements, reporting, and continual improvement planning
**Main tasks**
•	Supports the operational service development and life cycle management, together with the Service owner and Service Architect and the line managers within operational organization.
•	Aligns with DPO,  service developers, customer relationship manager and service architects to understand future service demands
•	Participates in Service governance, as well as long term strategy and planning.
•	Ensures global service operation documentation is up to date
•	Secures availability and capacity measurements and reporting within own service, per delivery location
•	Defines expertise profile for operational staff and ensures it is maintained in all delivery locations in alignment with the line managers within operational organization.
•	Ensures onboarding and maintenance of tools and processes (i.e. IPCC, ITAR, CMDB), on request from Operations.
•	Coordinates on-call planning, together with operations’ line managers/Service Owner
•	Coordinates resources within the virtual global service operations’ team in terms of driving operational alignment. This needs to be within the decided allocated frame and in alignment with the line management.
•	Coordinates service team in problem management and improvement activities together with line management/Service Owner
•	Interacts with Management of Function (GFO/MoF) where applicable and ensure services are not negatively impacted by service changes
•	Reviews and approves knowledge articles, workarounds, and RCAs in collaboration with the Service Manager, line management and service team
•	Supports delivery locations to ensure hardware and software support and maintenance contracts are in place to the level necessary for the service 
•	Supports the forecast exercises with inputs based on short- and long-term planning/strategy. Initiate investments needed to align the service and secure the operational stability–together with SM, SA, capacity managers, and line management/Service Owners.
•	Encourages knowledge sharing and collaboration within own service team and across delivery locations
•	Suggests continuous improvements to operational processes and templates
•	Creates content for service monthly operation reports, goals and targets to be reported to line management and service management
•	Monitors SLA/SLO performance and drives actions as required
**Interface with**
SOM (for those services and others)
Service teams
Digital Product Owner (DPO) / Strategic Product Managers (SPM)
Global Front Office (escalation / incident handling)
Service Owners