Service Delivery Manager

Grafton Slovakia, s.r.o.

Miesto práce
Celé slovensko, Košický kraj, Košice
Pracovná oblasť
Informatika - software, Informatika - správa systémov
Zmluvný vzťah
Pracovná zmluva
Typ úväzku
Práca na plný úväzok
Druh pracovného pomeru
Informatika - software, Informatika - správa systémov
Ponúkaný plat
1 400 - 1 700 EUR / Mesiac
Požadované vzdelanie
Vysokoškolské II. stupňa
Náplň práce
- Service Delivery Manager is responsible for managing the ITSM processes in accordance to method based on ITIL best practices
- SDM will act as single point of contact (SPOC) towards customer as well as account team for all areas within his responsibility
- SDM is responsible to manage expectations within the particular account team and drive the involved Service Delivery teams to achieve those expectations
- Monitors, controls and supports Service Delivery; ensuring systems, methodologies and procedures are in place and followed
- Manage all „operational“ escalations and involve account team if necessary
- Ensures all elements of the Service Delivery, such as Service Asset & Configuration Management data, ITIL Processes and Operation manuals are properly documented and maintained and the necessary process roles covered
- Ensures proper measurement (KPI) and reporting of the Service Quality (SLA) is in place
- Drives Continual Improvement of the Service Delivery performance, Service itself, Quality and Processes, also by means of communication with Service Owners and Process Owners
- Works with the technical teams to improve technical standards and procedures
- Acts as Escalation point for Operations related issues and as an interface between Service Delivery and the Customer/Account team
- Ensures the agreed SLA is known and adhered to within Service Delivery
- Excellent management, interpersonal, communication, presentation, and organizational skills
- Excellent customer facing/customer service skills, experience in customer expectation management
- Self-driven to achieve goals independently as well as within a team
- Able to work under pressure and effectively prioritize tasks
- Experienced Service Management professional (5+ years’ experience in IT Operations support)
- Broad technical overview of IT technologies, practices and standards
- Ability to speak English B2+ (Fluent speaker + great write/read), German language would be a plus
- ITIL v3 Operations training or higher level of ITIL Certification
- Good skills in MS Office products (Word, PowerPoint and Excel), experience with Microsoft SharePoint Interface is an advantage
Grafton Slovakia, s.r.o.
Murgašova 3, Košice, Slovensko
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