Service Manager with German

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Angajator: confidential
Domeniu:
  • Customer support - Client service
  • IT Hardware
  • IT Software
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Job la nivel national
    Actualizat la: 13.03.2018
    Cerinte

    Required:
    • Customer facing experience in: setting realistic expectations, responding to escalations, resolving issues, performing follow up/ follow through and providing high quality support;
    • Excellent levels of understanding for end to end processes and awareness of issues and priorities;
    • 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 (Windows, Linux, VmWare, Networking, AIX etc.)

    Responsabilitati

    KPIs:
    • 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;

    Main interface between customer and company's delivery centre, 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 steakholders;
    - 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.