Service Manager Collaboration & Workplace Security Services

Key Accountabilities
Provide functional and technical expertise and support day to day operations to ensure that company information systems and infrastructure are defined, developed and maintained effectively and that organizational objectives are met. Demonstrate a broad business and technical knowledge in resolving problems and defining new opportunities. Recommend, prepare and execute implementation plan for upgrades, redesigns, and other short- and long-term improvements as dictated by business needs and regional / global objectives. Troubleshoot and resolve any issues related to IT systems / infrastructure within the area of responsibility. Maintain proper documentation of systems, infrastructure and applications. Ensure implementation of security rules according to company procedures and policies. Maintain awareness of existing technologies, industry standards and trends with an eye for short-term improvements and long-term options.

Responsible for the day-2-day Service Delivery including the execution of the required Service Lifecycle components including Continuous Service Improvements. Manage and maintain the respective Services by ensuring their availability, performance, scalability, and security. The scope of services includes but is not limited to:

Business:

• Workplace Internal, Workplace External, Workplace OT, Workplace Laboratory, Workplace AI

Technical:

• Device & Peripheral Management
• Lab & Industrial Devices
• Print & Scan
• Office Apps & Collaboration Tools
• Email & Messaging
• Digital Workspace
• End User Software Management
• Virtual and Remote Desktop Services

• Understand the business and functional requirements for the respective Service.
• Execute the defined operational IT Service Management processes to ensure a high-quality Service Delivery of the respective services; including the automation of processes were possible and financially affordable.
• Execute, monitor, and report on the contractual commitments of partners and suppliers in close cooperation IT Procurement, Operations Management and other DTX functions involved.
• Measure and monitor the service health and report on the performance of the defined OLA, SLA and KPIs; identify and resolve issues before they affect business operations.
• Review contracts & SOW content to ensure validity on a regular base, measure deliverables and drive change where required.
• Ensure a fast and effective resolution of Incidents and execution of Service Requests to reduce business impact to a minimum. Lead the resolution of Major Incidents.
• Implement, monitor, and report on DTX compliance and security requirements based on the defined policies and guidelines.
• Ensure that governance, policies and procedures for the respective Service are defined and executed.
• Identify, report, track and remediate operational security risks in close alignment with Service Owners and compliance leads.
• Ensure that all required Service- and Process-related documentation including operational handbooks, standard operating procedures and knowledge base articles are available and up to date.
• Support the Handover-to-Operation process into Service Operation in close alignment with Solution Design & Implementation team.
• Perform budget and spend control of the respective cost centres supporting the Service Owner and DTX Finance team.  
• Ensure that defined allocation keys are correct, updated and reported regularly.
• Stay abreast of the actual technologies and trends and best practices in the Service Operations domain and identify opportunities for Service improvements.
• Support & collaboration closely with the Business Engagement Team in case of escalation and urgent business needs to ensure a stable operation of the defined Services.
• Act as Service Subject Matter Expert and Champion providing in depth knowledge while advocating the service value to other DTX teams and Business functions.  
• Perform regular service reviews together with the Service Owner, Architecture Team and Solution Leads to ensure best practices and processes are followed.
• Responsible for the implementation of the agreed Service Roadmap.

Solid line(s) to
Manager End User Services

Dotted line(s) to
Head of Cyber Security & Risk / CISO

Number of direct reports
n/a

Number of total reports
n/a

Number of dotted line(s) reports
n/a

Performance Measures

• KPIs agreed in yearly MbO
• Fulfilment of defined Service & Process KPIs and SLAs
• Fulfilment of defined Security KPIs

Other requirements
Good command of both oral and written local language and English are required. Good command of both oral and written additional language is beneficial.

Internal contacts
Business users.All departments within the company.

External contacts
IT products and services suppliers.

Education
University degree in Cyber Security, Computer Science or related field

Experience

• Hands-On Experience of at least 8 - 10 years working in IT Service Delivery, with proven responsibility for security‑critical services, including the design, implementation, operation, and continuous improvement of enterprise IT services of an international, globally operating organization.
• Demonstrate experience managing collaboration and workplace services as business‑critical and risk‑relevant services, ensuring availability, resilience, compliance and alignment with security policies and regulatory requirements.
• Strong background in operating services under CISO‑driven governance models, including risk management, security controls, audit readiness, incident response and continuous security improvement within Service Operations.
• Experience in IT/OT Service Delivery for manufacturing or industrial environments (preferably mining industries), with a clear understanding of security, availability and risk trade‑offs in operationally sensitive and regulated environments.

Knowledge and skills

• Strong knowledge and experience in applying ITIL, IT Service Management, COBIT, NIST CSF, and DevOps principles and practices to Service Operations, with a focus on availability, risk reduction, compliance and continuous improvement.
• Strong and broad knowledge in latest enterprise IT and OT convergence technologies with a focus collaboration and workplace driven services, including but not limited to:
  • Endpoint & Peripheral Management
  • Laboratory & Industrial Devices
  • Office Apps & Collaboration Tools
  • Email & Messaging / Exchange Online / SMTP Relay
  • End User Software release and deployments
  • Virtual and Remote Desktop Services
  • Microsoft Intune or related device management
  • Microsoft 365 and all associated security products
  • Print & Scan Management

• Strong communication, presentation, and interpersonal skills, with the ability to communicate effectively with CISO organizations, auditors, diverse audiences and stakeholders.
• Strong analytical and problem‑solving skills, particularly in security incidents, risk assessments, and service‑related security issues.
• Strong organizational, multi-tasking, adaptability and time-management skills preferred.
• Proven experience in external partner and vendor management for security‑relevant services, including contract oversight, service performance measurement, and continuous optimization.

Other requirements

• Ability and willingness to work as member of a virtual and global IT team in a matrix organization.
• Ability to work independently or within a team for issue resolution.
• Fluent in business English
• Recent Certification in ITIL v4
• Microsoft 365 Certified Administrator / Security Administrator / Cybersecurity Architect / Secure AI