IT Service Operation Center Manager

Şişecam

Şişecam was founded in 1935 to establish Turkey’s glass industry in line with the vision of Mustafa Kemal Atatürk, the founder of the Turkish Republic. Today, Şişecam is a strong global player in the fields of glass and chemicals. Şişecam is the only global company operating in all core areas of glass production – including flat glass, glassware, glass packaging and glass fiber. Currently, Şişecam ranks among the world’s top two manufacturers of glassware and the top five producers of glass packaging and flat glass. Şişecam is one of the three largest soda producers in the world and the world leader in chromium chemicals.

Şişecam plays a leading role in the flat glass, glassware, glass packaging, chemicals, automotive, glass fiber, mining, energy and recycling business lines. Şişecam operates production facilities in Germany, Italy, Bulgaria, Romania, Slovakia, Hungary, Bosnia-Herzegovina, Russian Federation, Georgia, Ukraine, Egypt, India, and the USA in addition to Turkey.

Şişecam is taking major steps towards its goal of becoming one of the world's top three manufacturers in its main fields of activity. Driven forward by its highly competent human resources and smart technologies, Şişecam is continuously transforming its digital infrastructure and corporate culture taking into account the needs of the future. With 86 years of experience and 22,000 employees, Şişecam conducts production activities in 14 countries on four continents and operates a sales network in more than 150 countries worldwide. Şişecam is moving forward on its growth journey in line with its Global Excellence strategy and powered by an inclusive approach that supports the development of its entire ecosystem. Şişecam takes responsibility for protecting the planet, empowering society and transforming life with its CareforNext strategy, which is compliant with and centered around the United Nations Sustainable Development Goals. Şişecam uses all its experience and competencies to promote sustainable development in every aspect. 

We are looking for anIT Service Operation Center Manager to take part in Şişecam Headquarters – IT Technology Services Directorate in Tuzla / Istanbul. The ideal candidate would have the following qualifications:

• University degree in engineering field
• Minimum 5 years of experience in IT Service and Operation Management
• Experience in ITIL Framework and IT processes, certification is preferred. Experience in IT Infrastructure operations, systems monitoring, first and second level support and end user support services
• Experience in ITIL process design, implementation and management
• Experience in systems and network monitoring and management tools, integration with ticket management tools
• Thorough understanding of Cloud Solutions and Services, Datacenter services
• Preferably having knowledge and certification of ITIL, Service Management and Project Management methodologies and standards
• Excellent organizational skills and attention to detail. Strong analytical and problem-solving skills
• Strong supervisory and leadership skills. Exceptional interpersonal skills and ability to develop relationships at various levels within the organization and vendors/partners
• Good command of English
• Desire to continuous learning, research and development

JOB DESCRIPTION 

• Governs and manages ITIL processes within the organization
• Manages 7x24 IT Helpdesk first level end user support and second level datacenter operations support teams
• Ensures operational KPI’s such as SLA’s for IT processes comply with defined standards and targets
• Ensures and coordinates new process implementation and process improvement actions within tools and parties
• Governs and manages Change, Incident, Problem, Request, Capacity, Complaint, Configuration, Knowledge management and other ITIL processes
• Governs and manages IT Service Management tool as a solution owner and coordinates process implementation requirements on ITSM tool
• Governs and support end to end 7x24 monitoring and management of datacenter services
• Governs and support data backup and restore infrastructure
• Ensures security and operational excellence for service management of managed infrastructure
• Performs and coordinates service delivery management activities for projects run by outsourced partners or vendors
• Manages and coordinates maintenance and support contracts for datacenter facilities within group in different geographies