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Technology Enterprise Senior Service Manager 
Bluebird International ZRt.
Frissítve : 2015.10.14.
Jelentkezési határidő: 2015.10.08.
Hirdetés azonosító: 940201

On behalf of our partner company we are looking for candidate to fulfil the following position for the Technology Enterprise Department:
Technology Enterprise Senior Service Manager

Job description


  • Utilise to demonstrate the differentiated value provided by the company and to prospect for additional business.

  • Provide technical escalation point to partner areas and customers; monitor service level KPIs and intervene if degradation noticed;drive task forces established upon high level escalations

  • Developing and maintaining a proactive service strategy, building strong relationships, both internally and externally and leveraging these to support the generation of new business opportunities

  • Ensure the quality of the solutions offered to the business is in-line with customer requirements.

  • Continuously monitor existing processes and notify process owners in case of room for improvement identified

  • Suggest service improvement plans and drive initiatives based on the customer experience

  • Review the service with both the business and the technical teams regularly and manage the expectations between the business and the technical solutions

  • Deliver and maintain enterprise service catalogue in strong cooperation with Technology and Enterprise Business Unit departments

  • Sign-off, approve and manage SLA commitments included in customer contracts

  • Ensure the Customer is aligned and contracted to the appropriate service model

  • Delivery of appropriate service performance reports to provide objective evidence of delivery versus contracted SLA

  • Proactively define new reports and reporting requirements

  • Engage with the resolution group on high impact incidents

  • Provide technical support to sales representatives during customer facing meetings

  • Must have technical / professional qualifications

  • BSc. in Computer/Industrial/Electrical Engineering or Economics

  • At least 7 years working experience

  • At least 4 years Telecom or ICT service management experience

  • Understanding of all ITIL principle components, at least qualified to Foundation level

  • Experience managing help desk, change and incident management

  • Experience with network management systems (element mangers, alarm systems and correlation engines).

  • Track record working on corporate accounts in a service role

  • Experience of previously operating at senior management level.

  • Strong communication and decision making skills - ability to balance conflicting interests and prioritise effectively

  • Strong verbal and written English knowledge

  • Business relationship management skills, experience is effectively dealing with and influencing different stakeholders

  • Kategória
    IT / Informatika
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