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The goal of the Service Management Coordinator is to deliver ITIL processes to client satisfaction, whilst maintaining and improving the robustness and cost effectiveness of the shared service model.
- Responsible for the delivery of Change, Incident, Problem and Configuration Management for a given service(s).
- Provide a Service Management point of escalation for the Delivery Centres on the service including point of contact for offshore SM teams.
- Perform an operational Service Management hands on role including:
- Monitor, manage and prioritise all service aligned queues ensuring service levels are maintained and eliminating backlogs
- Ensure CAB / change process is complied with delivering business and Accenture requests
- Initial Severity 1 Incident Management
- Create Major Incident Reports (MIR) and monitor progress of MIR actions
- Monitor and manage all severity incidents to SLA
- Identify incident trends and manage to root cause resolution
- Own delivery of Service Reporting including, daily, weekly and monthly Service Performance Reports (SPR’s).
- Identify, investigate and resolve client Service Management issues e.g. ensuring quality of information in incident, change and problem records is high and issues are managed or escalated promptly.
- Work closely with the Service Delivery Manager to identify and implement Service Improvements – demonstrating an increase in the quality of service and a reduction in cost.
- Monitor the Service Management supply versus demand for the given service(s).
- Bachelor ‘s Degree in Computer Science desirable
- At least two years of experience in similar role
- Very good German and good English skills are must have (spoken and written)
- Highly developed organizational skills to deal with multiple tasks effectively
- Ability to determine priorities; manage third party resources as necessary for project
- Very good communication skills and well-developed presentation skills – ability to run client facing and remote presentations
- Knowledge of ITIL Process Lifecycle desirable
- Good understanding of corporate environment
- Learning from the best
- Working from the comfort of your home (after successful trial period in Warsaw)
- Relocation support
- Setting technology standards for the best brands
- Trainings and certifications
- Working in international teams
- Projects abroad
- Strength based performance system
