people at the heart of everything we do

Working at Randstad is unlike working at any organization. Because at Randstad we put people at the heart of everything we do. This goes for our clients, our talent, our employees and society. We combine our passion for people with the power of today’s technologies. This helps us support people and organizations in realizing their true potential. Learn more about our mission, history and values on our website: www.randstad.com

how you will contribute

As a Service Owner at Global IT you are responsible for one or more operational services delivered to the business, where you ensure that these operational services seamlessly match the needs and objectives of our organization. You will play a key role in ensuring the stability, availability and performance of IT systems, while continuously striving to improve service quality and operational efficiency.

As a Service Owner you have a deep understanding of what your Operational Service and underpinning applications and/ or infrastructure makes up your service in the IT service catalog, and keeping the catalog up-to-date. You are developing and maintaining accurate descriptions for all owned Operational Services, advocating for the consumers of your service(s) to the business managers of GIS, partner suppliers/ vendors and our Operating Companies. You have an understanding how your Operational Service(s) fits into the Global IT Service Portfolio, and how it aligns with and supports the global IT strategy. You are developing a roadmap that supports the goals and strategic direction of the operational service under your wings.

your typical day includes

The service owner has a holistic view of the specific IT service, and is accountable for the running of the services, including efficiency and cost effective delivery. Collaborating closely with the Markets and group-level entities on global projects, the service owner prioritizes meeting the critical business needs while maintaining high levels of performance, availability and continuous improvement. That said, you typical do will look like this:

• start the day: plan the day's activities and prioritize tasks based on urgency and importance by reviewing any overnight incident reports or critical issues. Conduct a brief daily stand up meeting to discuss priorities, ongoing incidents and any immediate concerns.
• manage the team and the stakeholders: Engage in meetings with key stakeholders, such as local Market and project teams, to understand their current and upcoming application support needs. Discuss ongoing projects, upcoming changes, and any challenges faced by end-users. Check in with your support team, ensuring they have the resources and information needed for their daily tasks. Provide guidance on complex support issues and troubleshoot escalated problems. Address any team-related issues, fostering a positive and collaborative team culture.
• strategic planning: Allocate time for strategic planning and initiatives to enhance the efficiency and effectiveness of global application support. Work on long-term projects, such as implementing new support tools or optimizing existing processes.
• vendor and Third-Party Interaction: Communicate with vendors and third-party service providers to address ongoing issues, discuss service improvements, and ensure compliance with SLAs. Evaluate and negotiate contracts or agreements with vendors as necessary.
• security and compliance: Review and monitor the security posture of global applications, ensuring compliance with industry standards and regulatory requirements. Collaborate with the security team to address any identified vulnerabilities or risks.
• documentation and knowledge sharing: Spend time updating and maintaining comprehensive documentation for global applications, support processes, and troubleshooting procedures. Encourage knowledge sharing within the team through training sessions or collaborative platforms.
• drive continuous improvement: Identify areas for continuous improvement in support processes and team efficiency. Analyze performance metrics and KPIs, making data-driven decisions to optimize support services.

Your background You are an IT professional with at least 15+ years of experience. You will work in a global organization with a team of architects and developers, based in India; experience with managing decentralized teams is a pre. You are motivated and energetic and can pass your enthusiasm towards stakeholders and your team in different cultures

experience

• functional application and support management in the context of Talent and Client facing applications, security & privacy awareness
• experience of managing technical support teams
• experience in managing third party suppliers in a multicultural ecosystem
• advising on system architecture, integrations and roadmap for implementation
• making solution presentations to customers/stakeholders
• experience in setting standards and diligent in follow-up, adhering to standards
• fluent in speaking and writing in English is a must. Additional language is a plus
• B.S. degree in Computer Science, MIS or equivalent preferred