Junior Service Manager
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We entered the deliveries field in 2007, and now we are one of the main players on the Romanian market. By massively investing in technology, we have become one of the most trusted companies with the highest accelerated growth.
Our entrepreneurial view and culture are strongly tied to innovation, to the desire to evolve and develop. That is why we provide our young, determined team a pleasant and dynamic work environment, as well as all the required support so that each of us and all together can enjoy a harmonious growth and become better every day.
We’d love it if you had:
• Minimum 2 years of experience as Support TL;
• Management of a L2 support team with minimum 7 individuals;
• Minimum 1 year of experience as Jr Service Manager or similar;
• ITIL Foundation certification;
• Good organizational skills;
• Logical and methodical thinking.
You need to successfully:
• Organizes and coordinates the Technology Application L2 Support Team;
• Deploys ITIL methodology, framework, processes and measurements;
• Acts and operates as escalation point for the Technology Support Team and for the beneficiaries of the raised tickets;
• Ensures responsiveness, communication structure and cadence adjusted to the needs and expectations of the beneficiaries of the raised tickets;
• Organizes, deploys and manages the On-Call and out-of-hours interventions;
• Manages the Technology Support Team structure, capacity and workload;
• Designs and deploys tailored support services as required by different beneficiary types;
• Designs and deploys SLAs adjusted to the specifics of the tailored support services;
• Measures and reports on SLAs;
• Provides recommendation on service design, service transition, service operations and continuous improvement to the Technology Management Team and implements agreed-upon solutions;
• Ensure Quality of Service (QoS) as discussed and agreed with Technology Management team;
• Performs Risk Management and plans ahead for risk mitigation;
• Performs critical situation management and recovery;
• Coaches and trains the support team members;
• Performs team and people management;
• Reports to Sameday Platforms Manager.
What comes with the job?
• A real motivating salary package;
• Specialized trainings;
• Medical services subscription.