Orkla IT

Orkla IT is Orkla’s central IT organization. Result of mergers of several local IT organizations in Orkla over many years. Transformed from Orkla Shared Services to Orkla IT in 2015 with increased mandate: Get more value out of IT. The following challenges have the organisation’s focus; adapt to new technology and enable Orkla to use digitalization as a strategic business lever; support new geographical footprint and provide a competitive IT set-up to support demand from Eastern Europe; support synergy realization and standardize processes that does not give Orkla competitive advantage; build an IT platform to realize full potential in SC synergies; provide IT solutions to support cost optimization and support the business with cost optimization efforts through i.e. automation of processes.

Service Delivery

The Service Delivery unit is strategic to IT Service Operations in Orkla. It is responsible for securing high availability under rapid changes in a large and fragmented IT environment, in close collaboration with strategic vendors. The unit is facing rapid changes and increased scope. Together with some of the world’s leading service providers, Service Delivery are providing IT services to all the largest companies in the Orkla group. The services provided by the unit reaches 8000 IT users, 500 applications provided to 70 companies in 30 countries. The unit’s responsibility covers both sourcing, operation and project management.

Infrastructure Operations

The department Infrastructure Operations has the overall responsibility for IT service availability in Orkla. ITIL Service Operations processes are owned and managed by the department. All services are delivered with sources services from vendors. Servicedesk and basic operation are sourced from Cognizant’s global delivery organisation. Main success factor for the department is to manage the vendors and enable them to deliver on agreed SLAs.

Orkla IT is now looking for an Incident Manager

The Incident Manager (InM) is responsible for continuously improving the handling of Incidents

from Orkla’s strategic IT operational vendors. The Service Delivery division in Orkla IT is in constant development. The role will need to adapt to the landscape accordingly and some change over time in tasks and responsibility must be expected.

Technical background and good understanding of IT operation in an enterprise environment with multiple vendors is highly needed. The role will participate in root cause analysis, as technical lead in projects, capacity management, transition activities, to identify workarounds and solving incidents.

Areas of responsibility and authority:

• Facilitating and coordinating customer side of incident management
• Keep track of and ensure progress in resolutions of critical Incidents
• Driving the efficiency and effectiveness of the incident management process
• Producing management information, including KPIs and reports with input from vendors
• Monitoring the effectiveness and improving the incident management process.
• Monitoring of customer satisfaction surveys
• Ensuring the agreed incident management process is followed for every incident

Job qualifications:

• Education
  • University or college degree
  • ITIL
  • Kepner Tregoe (Preferably)
• Experience
  • Technical background or high level of technical understanding
  • Experience in handling operational vendors in outsourcing scenarios
  • Management experience is an advantage
  • Experience working in complex organizations
  
  Minstelønn: 0
  
  Maksimal lønn: 0
  
  Arbeidsgiver Navn: Orkla
  
  Arbeidsgiver adresse: Nedre Skøyenvei 26 0213 OSLO
  
  Job kort beskrivelse:
  Information and communications technology service managers
  
  Land: Norge
  
  Region: Oslo
  
  Kilde til jobbtilbud: NAV, Offentlige arbeidsformidlinger, Norge
  
  Lønn valuta: NOK
  
  Lønn periode: Pr. år
  
  
  GJELDER