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Operation Manager (IIS) (Budapest) 
IT Services Hungary Kft.
Hozzáadva: 2018.01.21.
Hirdetés azonosító: 1028872
  • Deals with the Top 25 Customers of T-Systems and Strategic Accounts of the Global Delivery Unit iSD, which are serviced worldwide from multiple Delivery Units and countries
  • Coordinates, optimizes and harmonizes the efforts of international delivery units
  • Harmonizes the cooperation and communication between delivery units of different cultures, time zones and languages.
  • In case of a Customer escalation leads a service improvement program (taskforce), defines and implements measures in order to resolve Customer complaint.
  • Concludes an Operational Level Agreement between SDM/Customer and GDU iSD, and between the Service Delivery Unit and GDU iSD respectively. Reviews these agreements on a regular basis and initiates amendments if required.
  • Defines / improves the sourcing mix, where and how the service has to be provided.
  • Designs and implements custom-made service processes based on iSD Standards
  • Push iSD Standards to improve cost effectiveness in operation
  • From professional point of view drives, trains, monitors and supports the community of Local Operations Managers
  • Rolls-out and operates global standards how to setup an international SD-Delivery in terms of steering quality and costs in accordance to T-Systems governance
  • Pinpoints best demonstrated practices within delivery units, standardize it and after that rolls-out for the whole client base in order to increase the quality of the services
  • Designs and implements improvement measures based on his/her experience in order to increase customer satisfaction on the whole service chain.
  • Participates actively in customer and iSD related projects and transitions.
  • In collaboration with other supporting departments and cross-functions clarifies problems arising in the service processes. Suggests and implements resolution measures for the process issues.
  • Follows-up the publications of call-center and service desk organizations (associations, communities, institutes etc.), attends professional events, and builds relationship with experts. Based on his/her network is able to benchmark the service delivery units against competitors and improve competitiveness of the own organisation.
  • Internal analysis, calculation and planning of measures with the aim to increase the competitiveness of the GDU ISD
  • University degree in IT or ecnomics
  • 3 - 5 years excellence in the field of Contact Center / Service Desk Management (comprehensive know-ledge of the theories, methodology and practice of the field of contact center management and deep understanding of the ICT sector and the field of Service Desk operations management)
  • Knowledge is acquired through deep and/or broad experience built on concepts and principles
  • Pronounced Business administration knowledge and experience in cost management.
  • Managerial experiences recommended 
  • Effective communication 
  • Presentation skills 
  • Negotiations Skills - negotiates in a fair manner and achieves sustainable results 
  • Financial overview 
  • Proactive approach 
  • Ability to work in team 
  • Willingness to change, flexibility
  • Customer, value, result and performance orientation
  • Wide knowledge in the implementation, operation and optimization of the modern SD structures in accordance with ITIL (infrastructure, tools, equipment, processes, human resources planning and controlling via KPI's, skill management). 
  • Strong knowledge of service desk trends and the competitive environment 
  • Basic IT skills (ACD / IVR, PBX systems, ticketing systems)
  • Fluent English and fluent German

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