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Service Delivery Manager / Project Manager Budapest, Hungary

 

Introduction

Does managing service operations of an IT Infrastructure Services account suits your skills and personal drive?
Being accountable for driving the project, exceeding the SLA’s, ensuring customer satisfaction sounds like the right adventure?
If, among all that, taking care of your people's development and goals ignites your spirit.
Then you are ready, for an enriching professional experience!

Function

Service Delivery Manager

  • Plan for business unit strategies and come up with strategic solutions for successful implementation of project initiatives
  • Create project management plans and periodic reports on problems, risks and recommend them for resolution
  • Ensure customer satisfaction with respect to delivery
  • Define and implement the processes and procedures required for enhancing the quality of deliverables and increasing customer satisfaction
  • Participate in business development activity by assisting with scoping potential engagements
  • Meeting internal quality guidelines and standards
  • Cooperation with internal support groups (HR, Admin, Finance, IS, Quality, Pre-Sales)
  • Identify and implement standard processes and procedures for work initiation, project definition, management reporting and project closure
  • Review and recommend changes to process
  • Implement process and train process users
  • Coordinate with stakeholders on service delivery related issues and communicate in time on progress, delays and risks
  • Ensure that standard methodologies and processes are being followed
  • Manage environment for 100% availability
  • Manage uptime of Service Desk
  • Ensure network and voice related equipment are functioning properly
  • Ensure work environment is conducive for operation

Service Level Management

  • Meet, improve and exceed SLAs
  • Analyse and track SLA compliance and identify corrective steps appropriately
  • Review expectations from customer and manage service level
  • Monitor overall service level across various towers and report it to management and customer
  • Plan for any additional resources to meet or exceed the service level TCS Confidential
  • Initiate process improvement activities for service level improvements

Knowledge management

  • Share lessons learnt and best practices with other projects
  • Ensure that appropriate knowledge base is created, being used and updated frequently
  • Define roles and responsibilities clearly for capturing and sharing of knowledge
  • Gain understanding of latest technologies
  • Understand performance issues and carry out capacity planning
  • Recommend upgrades to customer , if necessary
  • Meet vendors and gain knowledge

People and Performance

  • Identify and assign appropriate roles to team members
  • Support and provide guidance to team to achieve personal, team-based and professional goals
  • Monitor gaps in one’s own required competencies and enrol for relevant learning to bridge gaps in competencies
  • Manage the performance of the team and identify opportunities for performance and productivity improvement
  • Set reasonable, challenging and clear performance goals for direct reports, monitor performance and provide appropriate feedback
  • Plan for any additional resources if required
  • Facilitate communication and team building activities within the team
  • Review shift reports and validate activities carried out in the shift
  • Updating knowledge and skills inventory for team members

Internal Compliance – Quality and Security

  • Ensure deployment of the quality and security framework through adherence to relevant policies and processes

Requirements

Required skills:

  • Leadership
  • Teamwork
  • Client Management

Required Background / Experience / Certifications:

  • College or University Degree
  • Experience in Service Transition and Service Operations of a Multilingual Service Desk team
  • 5 years of relevant experience (IT Operations / Service Desk / Infrastructure Support)
  • Proven records of managing large (30+) size teams, people and performance management
  • Good understanding of the industry and domain (technical knowledge)
  • ITIL V3 certification
  • English in a fluent level

Closing date

2017-01-31 12:00:00

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