Stellenbeschreibung

• Customer require to onboard a Service Manager for Mainframe no later than the last week of May to ensure uninterrupted service delivery.
• The customer’s internal staff will leave by the end of May, necessitating at least one week of structured handover to mitigate operational and continuity risks.
• The role provides Extended Service Management for the Kyndryl zCloud System (z/OS).
• Immediate onboarding with occasional onsite presence in Frankfurt (FFM) is essential to enable effective handover, stakeholder alignment, and service stability.

• Service & Provider Management
• Professional management and coordination of the managed service provider
• Alignment of maintenance and change contents
• Coordination between the provider, internal specialist departments and management
• Support and moderation of escalations
• Professional evaluation of provider performance
• Change & Maintenance Support
• Review and evaluation of maintenance and execution plans
• Coordination of planned IPLs, release upgrades, and maintenance activities
• Assessment of dependencies (z/OS, Db2, CICS, IWS, tools)
• Documentation of execution, deviations, and results
• Maintenance activities are recurring and planned throughout the entire contract duration
• Incident, Quality & Risk Management
• Tracking and follow-up of incidents and service requests
• Evaluation of root cause analyses (especially Priority 1 incidents)
• Support with risk and impact assessments
• Professional participation in service and quality reviews
• No operational SLA responsibility Governance & Communication
• Preparation, moderation, and documentation of:
• Operational Boards
• Service Boards
• Support of annual reviews (CSD, PIM)
• Preparation of decision papers and management summaries
• Capacity & License Overview
• Assessment of system utilization and resource consumption
• Derivation of recommendations for action
• Support with license and maintenance overview for Customer-owned ISV software
• Emergency & DR Support
• Coordination and support of annual DR tests
• Contribution to DR concepts and approvals
• Documentation of test results and improvement measures

• Strong expertise in IBM z/OS (version 3.1) on IBM z16 platforms
• Deep understanding of z/OS system architectures, dependencies, and interrelations
• Proven hands-on experience with the following technologies and tools:
• IBM Workload Scheduler (IWS)
• CICS
• Db2
• BMC MainView / AMI OPS
• Solid knowledge of mainframe operations, including change, incident, and maintenance management
• Experience in license and capacity management, including CPU, WLM, and specialty processors (zIIPs, IFLs, Crypto Cards)
• Confident use of collaboration and documentation tools such as Jira and Confluence
• Very good English language skills for provider communication and documentation (German language skills are a nice-to-have)
• Service Management & Governance Experience
• Proven experience in Extended Service Management for complex mainframe environments
• Experience coordinating across multiple providers and internal stakeholders
• Participation in and contribution to Operational Boards and Service Boards
• Experience with incident, request, escalation, and SLA management
• Ability to support risk assessments, RCAs, compliance reviews, and governance processes
• Experience supporting DR tests, DR concepts, and Business Continuity processes
• Personal Competencies
• Strong coordination and communication skills
• High degree of autonomy, accountability, and reliability
• Structured, analytical, and solution?oriented working style
• Proven ability to handle critical production situations and escalations
• Comfortable acting as end?to?end coordinator and escalation manager