Global Service Owner - User Support Services

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Employer: Bosch Timisoara
Domain:
  • IT Software
  • Job type: full-time
    Job level: peste 5 years of experience
    Location:
  • Timisoara
  • Updated at: 10.07.2018
    Remote work: On-site
    Short company description

    At Bosch Service Solutions we are looking for dedicated and dynamic people who are ready to face daily challenging tasks in an international and innovative environment – people who can identify opportunities and make the most of them. No matter if you start as an intern, a graduate or a professional with years of experience – at Bosch Service Solutions you’ll find the right job with passionate and dedicated colleagues.

    Make it hapen. Apply now.

    Requirements

    What distinguishes you:

    - Demonstrated progressive experience in the functional management of a technical support teams;
    - Profound experience in IT Service Management (ITIL);
    - Service specific technical knowledge, communication, coordination and organizational skills;
    - Ability to effectively prioritize and execute tasks in a high-pressure environment;
    - Strong customer service orientation;
    - Exceptional analytical capabilities, communication skills and intercultural competence.

    Responsibilities

    Your contribution to something big:

    - Taken over global responsibility of Bosch Service Solutions User Support Service with respect to processes, tools and functional steering of local IT Service Analyst’s;
    - Give direction and motivate local IT teams to deliver on overall goals and strategies and perform continuous improvement;
    - Develop Service Level Agreements (SLAs) to establish problem resolution expectations and time frames;
    - Develop policies and procedures that outline how problems are identified, documented, assigned and corrected;
    - Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems;
    - Identify and evaluate risks and participate in mitigation and control activities.
    - Ensure proper training for staff and managers to ensure that everyone performs adequately in their respective roles;
    - Ensure compliance with quality and process standards (. legal);
    - Coordinate the identification, assessment and communication of operational risks and report on change activities;
    - Monitor incident trends and anticipate potential problems for proactive resolution.

    Other info

    Taken into consideration the new legislation regarding personal data protection (GDPR), we wish to inform you that we will introduce in our database the information from your CV, as a result of your application on the recruitment platform BestJobs.

    We mention that your data will be exclusively used for the purpose of conducting the recruitment process, in order to possibly conclude a contractual collaboration. The data will be kept for two years starting with the first day of processing.

    We also bring to your knowledge the existence of your right to request, as data operator, the access to your personal data, the correction/removal/restriction of processing or the right to oppose the processing, as well as the right to data portability.

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