Global Team Lead IT Escalation Management & Quality - IT (TM)

Job Description:

Do you want to be a Global Team Lead IT Escalation Management & Quality? These should spark your interest:

* Functional lead of global IT Escalation Management and Quality team members;
* Responsible for overall service provisioning to the defined customer or division based on agreed SLA/ OLA;
* Ensures a future oriented development of the service (according quality, technology, sourcing, etc.);
* Responsible for the availability and performance of the service, as defined in the SLA/OLA;
* Responsible for the smooth operation of the entire service chain (including infrastructure, databases, supporting services);
* Manages escalations;
* Leads the information flow;
* Participates in Service Review Meetings;
* Drives change, organization-wide where appropriate and ensures processes, application interrelationships and entities are seamlessly integrated with the organization's environment;
* Raises Service effectiveness and performance by strategizing options, deciding on actions, communicating decisions and taking action;
* Responsible for Operations and global Support of IT Escalation Management Service permanent service improvements;
* Responsible for producing, reviewing and evaluating reports on Service performance and achievements on a regular basis;
* Plans, monitors and manages the full costs of the service;
* Responsible for the Customer Support Quality Management by performing sample inspections of tickets;
* Responsible for the efficiency of quality rules;
* Performing analytics of quality data by applying quality rules;
* Raising improvement potentials towards service owners.

Job Requirements:

This is what it takes to be a successful in Global Team Lead IT Escalation Management & Quality:

* Experience in Customer Support;
* Experience in working with customer escalations and high priority situations;
* Ability to work and collaborate with cross-functional teams;
* A good understanding of IT Services and standards;
* IT Service Management experience (Change Management, Incident Management, Problem Management, Capacity Management etc.);
* Willingness and ability to work in a global distributed team;
* Knowledge of Service Ownership;
* Good leadership skills;
* Good organizational and planning skills;
* Good communication and presentation skills;
* Problem Solving ability;
* Good Analytical skills;
* Fluently speaking/writing in English (German is a plus).

What we offer:

Pay for Performance:

* Achievement Bonuses and Rewards;
* Relocation Bonus for non-Timisoara Residents;
* Recommendation Bonuses for new team members;
* Flexibility Program including flexible hours, mobile work and sabbaticals.

Wellbeing:

* Health & Wellness (Private Health Insurance, Life Insurance, Sport activities etc.);
* Different discounts (glasses, tires, medical, shopping);
* In-house restaurant & coffee corners.

Life-Long Learning:

* Technical, Soft Skills & Leadership trainings;
* Dedicated Programs and Conferences;
* Free Language Courses (English, German, French etc);
* Access to e-learning platforms;
* Career development opportunities (local and international);
* Internal development communities (Experts, Agile Community of Practice, Artificial Intelligence etc).