You take responsibility for the entire service lifecycle, including the definition of operational processes, service levels, standard solution packages and KPIs You manage external service providers by consistently demanding service delivery according to agreed service levels and KPIs You will regularly participate in service management meetings and performance evaluation of contracted services provided You will undertake budget planning and monitoring for the service with the involvement of the provider and finance management You will assist with business case calculation prior to and during the design and engineering of new and modified infrastructure services based on customer and application requirements You will manage following services: risk management, quality management, capacity management, staffing management, demand forecasting, and performance management