Service Manager with German

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Employer: InCrys
Domain:
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 13.09.2021
    Short company description

    20 years’ of excellence | Tech expertise | Running mission-critical system | User-centric approach around agile multidisciplinary teams - We combine them with the latest digital innovation to help clients unlock value and thrive in the age of digital transformation, enabling clients to become high-performance businesses and creating long-term relationships by being responsive and relevant and by consistently delivering value, new levels of performance, competitiveness and experiences for our customers and their stakeholders.

    Now one of the leading technology companies in Eastern Europe, we started out in 2000 as a family-owned-and-managed business. Foresight and an ongoing desire to evolve attracted partners and talent of equally bold vision, insuring our 4 years in a row place in the ‘Deloitte Technology CEE Fast 50’ and ‘EMEA Fast 500’.

    InCrys owes the better part of its achievements to our active focus on people. We constantly invest in our employees’ training, professional development, and general work-related wellbeing. Our people-oriented approach secures our place as trusted partner and ensures our clients can always find the appropriate resources to empower their business.

    Requirements

    • Customer facing experience in setting realistic expectations, responding to
    escalations, resolving issues, performing follow up/ follow-through, and
    providing high-quality support;
    • Experience with ITIL framework (Operational Level);
    • Excellent levels of understanding for an end to end processes and awareness of
    issues and priorities;
    • Flexibility, as workload and responsibilities change constantly due to agile
    environment;
    • Strong verbal and written communication skills;
    • Very good knowledge of English language;
    • Very good knowledge of German language;
    • Strong organizational, multi-tasking, and prioritizing skills;
    • Ability to work in a challenging environment with deadlines;
    • Team player and coach;
    • Technica l knowledge/ experience is considered a plus (Enterprise
    Infrastructure oriented).

    Responsibilities

    • Takes responsibility for the overall delivery of the agreed project scope,
    ensuring day-to-day operational activities are carried out in a timely and
    reliable way.
    • Provides leadership & coordination of internal project team(s), monitoring and
    supporting the delivery of agreed services on the project;
    • Acts as the main point of contact for the internal project team, being fully aware
    of the overall project status & planned activities;
    • Cascades information at different layers internally & enable efficient
    communication with both internal & external stakeholders;
    • Represents the first point of escalation for the project service within the
    escalation matrix, responsible to manage & address effectively all
    communicated issues/ complaints;
    • Ensures that issues are addressed properly and process improvements are .
    put in place to increase service quality, effectiveness & efficiency;
    • Drives operational excellence through creation, adoption and maturity of
    project tools and processes;
    • Assures service quality objectives, implementing of governance and
    responsiveness through KPI’s and metrics;
    • Enables ITIL maturity and global adoption levels focusing on the core ITIL
    process areas with emphasis on Incident, Problem, Change Management &
    Request Fulfilment competencies;
    • Works with the service solution and project team to ensure that new services
    are introduced & operationalized correctly;
    • In addition, is prepared to carry out any other reasonable duties as requested.

    Other info

    Benefits:

    • Motivating salary
    • Stimulating working environment
    • Medical insurance
    • Annual team building
    • Opportunities to learn and grow your skills
    • Gym membership discount

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