Service Manager with German

A COLOURFUL GROUP OF PEOPLE PASSIONATE ABOUT TECHNOLOGY & THE WONDERS OF INFORMATION

This is us. A fast-moving team, senior enough to assure effectiveness, but young enough to be flexible and transparent, we started out in 2000 as a privately-owned-and-managed business.

We’re a company with a soul, driven by our values and dedicated to fulfilling our mission to offer world class services, by continuous learning. Our Paladins (just employees in some companies) are empowered to work hard, move up and stand proud.

With active investment in our people's professional development and with the creative-InCrys-touch, we support our clients throughout the project's life cycle, providing end-to-end technology solutions for mission critical systems, products and services.

• 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).

• 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.

Benefits:

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