Sr. ITSM Consultant

The Senior ITSM Consultant is a direct client contact position responsible for managing the ITSM processes, such as Incident, Problem, Change, Release and Deployment management in accordance to Diebold Nixdorf standards based on ITIL best practices

You are responsible for
· Managing the ITSM process tasks in line with global and account requirements, such as
o Identification of Incidents and Problems, performing the analyses and definition of Service Improvement plans with the possible solutions obtained from technical teams.
o Ensuring the Service Level Agreements (SLA) are respected for all related processes and managing escalations in case of SLA breaches
o Monitoring the process effectiveness and driving activities for improvements
o Ensuring process adherence and handling of all kind of tickets according to SLA and contractual obligations
o Identification of trends and potential Problem sources (by reviewing Incident and Problem analysis)
o Supporting root cause identification and driving actions for permanent fix
o Supporting Change and Release Management processes
· Acting as a single point of contact (SPOC) towards the account team and the customer for all areas within their responsibility
· Ensuring proper measurement (KPI) and reporting of the Service Quality (SLA) is in place
· Supporting projects related to the assigned account(s) and consults process related topics if necessary
· If needed, ensuring implementation of new or modified processes, including:
o Delivery model definition
o Creating documentation
o Providing trainings to relevant operation teams
· Monitoring, controlling and supporting Service Delivery; ensuring systems, methodologies and procedures are in place and followed
· Managing „operational“ escalations and involves account team if necessary
· Working with the technical teams to improve technical standards and procedures

What will you receive?
• Great team of colleagues.
• A fixed salary with an annual bonus – we like to reward those who work to the fullest.
• Flexible working hours – we trust each other and we do things our way.
• 5 weeks of vacation – we love our work, but we do not live to work.
• Mobile phone and notebook
And other small things that make our lives more pleasant:
• English lessons – because we work globally in international teams.
• Meal vouchers – a great selection of food close by is guaranteed.
• Cafeteria bonus scheme – choose the benefit you like.
• Public transport contribution – we contribute to your year-long fare.
• Pension insurance contribution