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IT Helpdesk Service Delivery Manager



  • Manage the service operations of an IT service desk account team of 50+ people
  • Be accountable for meeting and exceeding the SLAs
  • Ensure customer satisfaction with respect to delivery
  • Create, execute and revise project work plans to meet changing needs and requirements
  • Periodically report progress and performance and other parameters of accounts in scope to management and customer
  • Participate in business and process development activity with scoping potential engagements
  • Communicate with stakeholders on service delivery related issues in time on progress, delays and risks
  • Cooperate with other accounts and with internal support groups
  • Ensure that appropriate knowledge base is created, being used and updated frequently
  • Identify and assign appropriate tasks to Team Leaders and SMEs
  • Support and provide guidance to team to achieve personal, team-based and professional goals
  • College or University degree
  • At least 4 years of work experience gained in a supervisory role in IT Operations/Service Desk or similar sevice operation
  • Fluent English knowledge
  • Proven records of managing large teams, people and performance management
  • ITIL V3 certification
  • Experience in service transition/operations
  • Ability to communicate effectively with the client to identify needs and evaluate alternative business solutions
  • Good negotiating and influencing skills
  • Another European language knowledge is an advantage
We offer:
  • Work in a continuously growing multinational environment
  • Take part in service transition projects
  • Competitive salary and benefits
Munkavégzés helye Budapest
Kategória IT / Informatika
Minimális tapasztalat Több mint 5 év
Szükséges iskolai végzettség Főiskolai végzettség
Munkaidő tipusa Teljes munkaidő
Régió Budapest
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