Jesteśmy informatyczną spółką giełdową specjalizującą się w tworzeniu oprogramowania oraz rekrutacji i outsourcingu kadr IT. Prowadzimy również platformę księgowości internetowej ifirma.pl. Dla naszych klientów rekrutujemy głównie specjalistów z obszaru informatyki, telekomunikacji i elektroniki.
This role is the leading Service Management position.It applies to the the internal customer. Employees in this role manage theservice and works as counterpart for Lead SDM/DPE. Candidates manage thedelivery of service to the account as defined in the SOW, which may includemanaging the contract, SLA, cost model, and relationship with customer. Mainactivities include: - Management of relationship with customer - Responsibilityfor service delivered for customer according to contract - Definition,establishment, quality, compliance and continuous improvement of deliveryprocesses and development of Best-Practices, delivery models - Responsibilityfor compliance of SLAs (KPIs, OLAs), which were agreed with the customer, aswell as the responsibility for customer's satisfaction - Service Reporting(internal and to the customer) in accordance with the contract - Control ofbudget (project expenses, indirect expenses, etc.), - Continuous efficiencyincrease, project expenses reduction as well as optimisation of the utilisationof the involved delivery centre organization - Project-oriented leadership ofcustomer teams from different locations - Escalation authority concerningprioritising - Integration in IBM-wide organization - First escalation pointfor the customer - Support drive of profitable revenue growth - Continuallyidentify ways to reduce costs of delivering the services - Participation in the24/7 on-calls duties
- Minimum 3 years of experience in IT business - musthave
- Technical background in IT network environment - must have
- Experience in Service Management / SW maintenanceenvironment
- Experience in ITIL disciplines within a serviceenvironment
- Experience in management of SLA's
- Experience in managing the relationship withcustomer
- Effective communication and drive to management
- ITIL Fundation certification is a must
- ITIL Intermediate certification is advantage
- Experience in managing the teams or projectmanagement is advantage
