TeamQuest jest polską, dynamicznie rozwijającą się firmą, od ponad 10 lat zajmującą się kompleksowymi usługami doradztwa personalnego, w szczególności w rekrutacji specjalistów IT.
For the leading European and worldwide manufacturer of ATMs and payment systems, with over 63 years of experience (25 years in Poland) in the industry, we are looking for:
Service Manager Software Maintenance and Support
MIASTO Katowice
Nr ref.: 26640#18110042
Zakres obowiązków:
- Business Development role:
- GC contact for area Sales/Account managers regarding the SW Maintenance and Support offering (cost calculation, processes, supportmodel/delivery)
- Ensuring the area Sales/Account managers understand (and use) the SW Maintenance and Support corporate guidelines in terms of Support model, Pricing and related contract templates
- Deliver input in pre-sales/review sessions to ensure M&S offer is a healthy/feasible offer from P&L and delivery perspective. Key points:
- Cost calculation is based on standard M&S costing model with realistic input/parameters
- Support model (L1, L2, L3) fits the requirements of the customer
- SLA proposed can be achieved
- Agreements regarding transition from project to M&S is in place
- Act as Escalation manager during critical escalations ensuring progress and clear communications between area/customer, Global/HQ and GC team(s)
- Responsible for the overall quality of the SW M&S delivery by GC
- (Monthly) reporting on tickets (received, closed, backlog, time spend etc) vs agreed KPI's towards areas and HQ/Global
- (Monthly) Management reporting on pre-sales activities, Financials, forecast, operational issues, resourcing, (continuous) improvement plans etc
- Operational role (in close cooperation with Support team in Wroclaw)
- Ensuring tickets are solved in compliance with agreed SLA's
- Managing M&S resources on day-to-day basis ensuring
- Availability
- Up-to-date knowledge
- Quality of delivery
- Correct booking of hours spend
- Act as Escalation manager during critical escalations ensuring progress and clear communications between area/customer, HQ and GC team(s)
- Responsible for the overall quality of the SW M&S delivery by GC
- (Monthly) reporting on tickets (received, closed, backlog, time spend etc) vs agreed KPI's, towards areas and HQ/Global
- Ensuring M&S activities is executed according to corporate processes for software deliveries
Wymagania:
- At least 5 years of team management experience in software delivery/software maintenance&support
- Experience in Pre-Sales/Business Development
- Project Management experience
- Experience in working within a Global organization
- Excellent client facing and internal communication skills
- Excellent written and verbal communication skills (English)
- Critical thinking and problem solving skills
- ITIL V3 Foundation certificate
Dodatkowe atuty:
- Technical background (QA/SW Development)
- Experience in Agile/SCRUM methodology
- Retail knowledge
- Additional languages (French / Italian / German / Spanish)
- A recognised qualification in a project management methodology (e.g. Prince2, PMP, etc.)
Oferujemy:
- Multicultural work environment
- Working in a dynamic, global organization
- International assignments and projects
- Private medical care with family option
- Life and accident insurance
- Multisport (with partner, friend and child option)