IS Operations Manager

At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we'll give you what you need to make it happen. It won't always be easy, growing takes grit. But at ABB, you'll never run alone. Run what runs the world.

This Position reports to:

Your role and responsibilities

In this role, you will have the opportunity to be accountable to deliver and orchestrate the delivery of Information Systems (IS) service line operations activities. Each day, you will coordinate with and supervise internal and/or external third-party supplier resources for the effective delivery and operational performance of the applications in scope. You will also showcase your expertise by ensuring continuous improvement and compliance.

The work model for the role is: Hybrid

The main job responsibilities include:

• Responsible for maintaining Operational effectiveness of the service by strong collaboration with Application Support delivery partners, establishing, driving and improving the delivery of service SLAs/OLAs, KPIs and Customer Satisfaction

• Ensure strong process framework (management and optimization of existing processes) and documentation (maintenance and update of the service knowledge base), as well as communication with business stakeholders

• Fulfilling the service requests in the agreed Service Level Agreements (SLAs) and collaborating with IS Service Owner

• Maintaining good relations with stakeholders, providing regular status updates/health checks to main business representatives

• Supporting major incident and critical situation resolution by finding the root cause of incidents (through known errors and root cause analysis), defining workarounds, and following up on fixing root causes (by planning problem resolution and change implementation);

• Collaborating with suppliers to ensure adherence with process, contributing to increasing process maturity

• Ensuring compliance with relevant regulations, standards and internal policies

• Support in cost estimates and project plans for the applications or integration platforms in scope and support of application budget execution

Qualifications for the role

• Master's Degree in information management, computer systems, business engineering, or similar

• Experience in managing global application/services or implementation projects Familiar with ITIL (certificate is a plus)

• Ability of gathering, analyzing, and modeling data from financial and operational sources. Success in this role requires a strong understanding of the context in which the data is produced, the ability to assess its quality, and the skill to uncover connections between different datasets

• Experience in working closely with technical and financial experts and managers to build strong relationships that facilitate effective data gathering, validation, mapping, and reporting

• Effective communication with proficiency in English to be able to promote the tool and establish engaging relationship with stakeholders

• Knowledge and practical experience with the ticketing system (i.e. ServiceNow)

• Knowledge and practical experience with Apptio or other financial tools would be a plus

• Experience in financial services would be a plus

We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe.