IT Service Desk, Account Manager

IT Service Desk, Account Manager

Job description
Company
Part of Vodafone Group, Vodafone Shared Services Romania is a center of excellence offering Technology, Customer Service, Fraud and Security Services to Vodafone clients from several markets around the world.
We've opened for business in Romania in 2014 and we have ambitious plans for growth. We have reached 800 colleagues and counting.
Vodafone Shared Services Romania is a welcoming place for everyone as we pride ourselves with offering genuine Global Experience.

We’re at our best when you’re at yours
Vodafone
Power to you!

Your day to day:
The role is responsible to build, develop Service Desk teams while ensuring the operational quality of service as well as relevant optimal cost of service delivery, annual efficiencies.
To that extent, the Account Manager is responsible to define the appropriate resource mix, split of roles and responsibilities inside the team in order to deliver according to the KPIs in place.
The role is responsible to ensure the implementation of scalable operational processes, which includes tools such as operation automation platforms, ITIL best practices etc.

With these activities you will have a great impact on our business:

•  Directly managing of up to 3 Team leaders and 5 SMEs
•  Define and manage the Service Desk teams resourcing skill mix
•  Manage operational delivery by
•  Increasing productivity
•  Consolidating service desk delivery
•  Optimising skill mix
•  People management of 8-9 people
•  Implement/exceed SLA objectives and KPI
•  Strong drive to achieve consolidation & standardisation in operations (highly fragmented today)
•  Launch and grow multilingual Global Technology Service Desk in VSS Romania, working together with the ones in other VSS locations (India)
•  Improve Customer Contact Channel Strategy to improve upon ease of access and exploit lower cost contact channels while maximising first time fix.

With these skills you are a great candidate:

•  Minimum of 2 years managerial experience considered a must
•  Deep Service Desk understanding of operations and market best practice associated to the service
•  Experience in driving service delivery for a consolidated Technology Service Desk
•  Ability to define and articulate a Service Desk operation strategy
•  Customer focused
•  Ability to work in an international organisation with matrix structure
•  Budget management and financial understanding
•  Experience in the use and deployment of Service Desk Support Technologies to drive Operational efficiency
•  Understanding of Customer Lifecycle management and ability to drive improvement in the Customer journey

Must have technical / professional qualifications:

•  Extended experience in Service Desk service delivery
•  Manage by influence and knowhow
•  Certifications : ITIL, Project Management preferred
•  Education: B.E. / B.TECH, Preferred Post Graduation in Technology / Management or equivalent.

Sounds like the perfect job? We’ve got even more to offer:

•  Work from Home – You can get to work remotely from anywhere you choose!
•  Medical and dental services
•  Life insurance
•  Dedicated employee phone subscription
•  Special discounts for gyms and retailers
•  Annual Company Bonus
•  Ongoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills
•  You get to work with tried and trusted web-technology
•  Getting in on the ground floor of an technology changing company

***NOTE: We thank all those who apply; however, only those selected for further consideration in the selection process will be contacted.
We are welcoming all applications from the persons who have the legal right to work in Romania.