IT Service Request Manager
Relationship Management skills
a good understanding of the IT Providers services and qualifying factors in order to understand how Customer requirements will affect Service Request Catalog
an understanding of Nokia’s business and how Service Request Catalog contributes to the delivery of that product or service
excellent communication and negotiation skills
patience, tolerance and resilience
knowledge and experience of process management roles
good people management and administrative skills
good presentational skills
innovative in respect of service catalog quality and ways in which it can be improved within the bounds of Nokia’s limits (resource, budgetary, legal etc.)
a good listener with the ability to apply the knowledge gained effectively into the service catalog
even-handed and fair in dealings with other parties.
Minimum Qualifications:
Degree in Engineering, Computer Science or related field from recognized university
At least 3 years of experience in leading Service Request management in complex technology environments
Experience in IT Operations Management disciplines
ITIL Foundation Certified with at least one intermediate certification.
Experience using and administering ticketing tools such as Service Now
Experience with Portal and Service Catalog Management in ServiceNow
Good track record for innovation and measurable process improvements
Good presentation and communications skills across multiple levels of the organization, including senior management. Must be able to articulate messages across a variety of audiences
Self-driven and ability to work independently
Have great degree of technical understanding and literacy
Flexible working hours to accommodate diverse geographic locations
Strong customer service, analytical, research, interpersonal and problem-solving skills required
Experience working with multicultural teams in diverse geographic locations preferred
Working knowledge of MS-Office products for Windows including Word, Excel, Visio, Project and SharePoint
Preferred Qualifications:
- ITIL V3 expert certification
- Six Sigma
Nokia is an equal opportunity employer that is committed to diversity and inclusion.
At Nokia, employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law.
