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Senior Service Delivery Manager
Unique People, s.r.o.
Place of work
Košice
Košice
Contract type
full-time
full-time
Wage (gross)
Salary range starting at 1400€
Salary range starting at 1400€
Information about the position
Job description, responsibilities and duties
• Service Delivery Manager steers smooth provisioning of IT services from IT Operations and Service Management teams.
• Person in the position will act as single point of contact (SPOC) towards 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
• 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
• Person in the position will act as single point of contact (SPOC) towards 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
• 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
Requirements for the employee
Candidates with education suit the position
Secondary without school-leaving examination
Secondary with school-leaving examination
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)
Secondary with school-leaving examination
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)
Language skills
English - Advanced (C1)
Number of years of experience
5
Personality requirements and skills
• Able to demonstrate the ability to undertake the above responsibilities
• Excellent communication (both written and verbal) and management 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+
• ITIL v3 Operations training or higher level of ITIL Certification
• Excellent communication (both written and verbal) and management 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+
• ITIL v3 Operations training or higher level of ITIL Certification
Advertiser
Brief description of the company
"Unique People is an IT outsourcing company that provides services mainly in the field of IT infrastructure and software development. We are a Slovak company based in Košice, but we operate internationally and have branches in Bratislava and Split, Croatia. Our biggest domain is software development. The largest part of the development is directed at the German market. We also operate locally, where we provide IT support or web development. We focus on business development, and we have helped many companies to establish themselves in the Slovak market. "And not the reasons why this is not possible. We are always ready to help our clients move their business forward."
Number of employees
50-99 employees
ID: 3337836
Posting date: 2.7.2018
2018-07-02
location: Košice Position: IT Manager, Key Account Manager, Product Manager Company: Unique People, s.r.o.
Basic wage component (gross) and other rewards: Salary range starting at 1400€