Nivel cariera

Senior (5-10 ani), Executive (>10 ani)

Limbi vorbite

engleză

Adresa/ adresele jobului

București


If you are someone who takes pride in a job well done, if you like to take ownership and to be looked at as somebody who gets the things done; if you like to engage with internal and external stakeholders on a regular basis, if you like to organize a team and to follow through that organization; if account management is something that you look forward to, than we would be interested to meet you.

As a Service Manager in a fast growing organization you will be the main responsible for delivering multiple Application Maintenance & Support contracts. You will act as both customers and internal management trusted advisor, you will be the owner of the service operations and the team coordinator.

 

Key responsibilities:

  • Coordinate day to day operations on multiple existing support & maintenance services applying ITIL methodology thoroughly.
  • Act as SPOC (single point of contact) for the customers.
  • Create and adjust service delivery processes for new services.
  • Based on ITIL and AMS best practices define and implement the governance model customized to the account/client/application specifics.
  • Adjust service delivery tools to accommodate the agreed upon delivery processes.
  • Evangelize ITIL and AMS best practices in the existing customer base and new accounts.
  • Perform Service Transition Management and ensure smooth transition to Service Steady State.
  • Identify resource needs.
  • Ensure the delivery processes are respected by the teams and the customer alike.
  • Monitor SLAs and act to avoid SLA breach.
  • Assign work to team members by carefully considering the available profiles and skills.
  • Negotiate implementations, deployments and acceptance calendars with the customer representatives.
  • Perform crisis management.
  • Act as first escalation point for the assigned accounts.
  • Plan and coordinate disaster recovery.
  • Manage costs and operational balance.
  • Identify and plan for risk mitigation.
  • Identify and implement service improvements.
  • Identify and chase opportunities.
  • Respect escalation triggers and patterns.
  • Participate actively to SMO strategy meetings and adjust operations according to the agreed directions.

 

Requirements:

  • 2-3 years of proven Service Management experience for Applications Management/Maintenance contracts.
  • Proven experience in delivering maintenance services for Applications.
  • Previous experience as a software developer (2-3 years).
  • Proven experience with ticket management systems - any of: Mantis, Jira, Remedy, ServiceNow.
  • Business process modelling – familiarity with Microsoft Visio (and/or the like).
  • Project management abilities for planning and successful coordination of Service Transitions.
  • Excellent time and priorities management.
  • Excellent communication skills.
  • Negotiation skills.
  • Customer facing & business communication.
  • ITIL Foundation certification is a must.

 

Ideal profile:

  • Ability to openly present her/his own ideas.
  • Independent and highly self-motivated with a strong customer focus.
  • Strong ownership.
  • Multitasking.
  • Able to work both independently and as part of a team.
  • Fluency in English.
  • Willing and able to be part of international projects and initiatives.
  • Action and results orientated, ability to manage multiple priorities is also expected.
  • Ability to work under pressure and meet deadline requirements complimenting a proactive and flexible approach with a resilient and results-oriented nature.
  • ITIL Service Operation.
  • ITIL Service Design.