Service Manager Platform Storage and Backup

Main responsibilities

• Service Ownership & Strategy
• Own the service vision and roadmap for Backup & Storage, aligning with Digital Platform strategy and enterprise capability goals; translate strategy into measurable objectives and vendor requirements.
• Use performance data, incident learnings and stakeholder feedback to continuously evolve the service (targeting improved stability, faster restore times, and better user experience).
• Governance & Vendor Accountability
• Lead the governance framework for outsourced / managed services : contractual follow‑up, QBR / MBR reviews, risk management, financials (incl. cost / performance trade‑offs), and continuous improvement.
• Ensure suppliers remain accountable for resilience and compliance with SLAs, KPIs and SLOs; treat contracts as living instruments for service steering and value delivery
• Requirements & Service Specification
• Capture / structure stakeholder needs and translate them into measurable vendor deliverables and change roadmaps, covering both functional and non‑functional requirements (observability, recovery, compliance, security).
• Prioritize service evolution based on impact, business value, and alignment with strategy.
• Operational Transparency & Compliance
• Secure operational transparency, ensure clear observability / telemetry, reporting, and actionable incident learnings from suppliers; be data driven in follow‑up and the tracking, analyses and response to issues
• Drive audit readiness and continuity planning (e.g., restore tests, DR exercises, RPO / RTO validation), embedding regulatory, security and audit controls into vendor agreements and operations.
• Stakeholder Leadership & Experience
• Represent internal stakeholders in supplier discussions to ensure business value and user needs are reflected in service delivery; facilitate structured feedback loops between consumers and suppliers.
• Safeguard seamless ITSM integration (e.g., incident / problem / change, service catalog / reporting) and a coherent user experience across enterprise platforms.
• Proven Service Manager (or Service Owner for outsourced services) with deep experience in governing managed services, vendor performance and contract steering in an enterprise context.
• Strong grounding in backup & recovery and enterprise storage across on‑prem and cloud : e.g., Rubrik (strategic), NetApp (on‑prem / cloud), and lifecycle / capacity management. Experience guiding migration off legacy backup platforms is a plus.
• Comfortable turning business strategy into measurable objectives and SLA / SLO / SLI models, with hands‑on performance follow‑up and continuous improvement discipline
• Solid ITSM literacy (incident / problem / change, service catalog / reporting), with demonstrated ability to drive transparency and operational readiness together with suppliers and internal teams.
• Skilled in stakeholder leadership and communication—from engineers to executives—balancing strategic direction with structured follow‑up and clear accountability.
• Familiarity with security, compliance and audit requirements for infrastructure services (e.g., recovery testing, data retention, evidencing controls).

Nice to have

Who you are and what you believe in