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 followup, QBR/MBR reviews, risk management, financials (incl. cost/performance tradeoffs), 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 nonfunctional 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 followup 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 onprem and cloud: e.g., Rubrik (strategic), NetApp (onprem/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 handson performance followup 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 communicationfrom engineers to executivesbalancing strategic direction with structured followup and clear accountability.
• Familiarity with security, compliance and audit requirements for infrastructure services (e.g., recovery testing, data retention, evidencing controls).

Nice to have

• Exposure to FinOps/cost steering for storage/backup footprints; automation mindset; experience with reliability concepts (error budgets) and observability practices.

Who you are and what you believe in

• Embraces We Culture
• You are customer focused and have a solution-oriented mindset
• You excel in collaboration, both with internal and external stakeholders, and are passionate about building a work environment based on trust
• Curious
• You are passionate about software development and you have an interest in staying up to date with new technologies
• You are self-propelled and have an innovative and creative mind
• Agile Mindset
• You have a strong belief in agile ways of working especially in accordance with SAFe
• You are flexible, open to new ideas and have a strong focus on continuous improvement
• Communication
• You are an avid communicator, and are fluent in both spoken and written English
• You can build compelling and interesting presentations supporting your ideas
• You manage stakeholder expectations at various levels with ease
• You navigate confidently in a multi-cultural environment