Service Manager / German language

We software because we care, since 2002.

Through our international projects we are present at Global and European scale in industries like travel, banking, retail, food and telecommunications. Our commitment to excellence lay down immutable core values of our culture and of our vision.

Through our clients we were able to enrich the experience and quality of interaction with software applications for millions of end users. We have redefined concepts for over a decade and a half and marked the change by creating new environments. We accepted many challenges due to impetuous needs of our clients for discovering new ways to enhance the usability of computers, software applications and complex systems. Leveraging creativity and constantly preoccupied with usability, we continue to invent tools and innovate the delivery of services.

Our major skills:
- creating innovative ways for services delivery;
- inventing tools, environments and daring approaches;
- discovering new methods to enhance the usability of computers, software applications and complex systems.

"• 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;
• Technical knowledge/ experience is considered a plus (Enterprise Infrastructure oriented)"

• Successful administration of project management framework, processes, and tools
• Collation of status reporting across multiple programs and business functions
• Effective tracking and communication of project status and metrics
• Support the creation and improvement of processes, procedures, and tools
Main 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;
- The main interface between the customer and IBM delivery center, whose main focus is to:
- 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 Fulfillment 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."