Poland Job Openings
Skillspark AB
IT Service Delivery Manager
Kraków
CONTRACT
September 18, 2024
Industry: automotive
Location: Cracow (mostly remote, occasional visits to the office are required)
Rate: up to 190 PLN/h net+VAT
Form of cooperation: B2B
Start: ASAP
PROJECT DESCRIPTION:
Reporting to the Director of Global Software Services, the role of the Team Lead – IT Service Delivery Management is responsible for leading a multi-disciplinary team specializing in supporting engineering tools used by over 7000 engineers around the world – who are building autonomous driving solutions for tomorrow safer, green and connected world.
Our mission is to shape a world with a significantly reduced number of road accidents, fatalities, and injuries.
Join us!
RESPONSIBILITIES:
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Manage and lead a team of L1, L2, and L3 support technicians ensuring high-quality service delivery and adherence to SLAs.
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Develop and implement IT service management strategies, policies, and procedures in collaboration with the service partner to optimize service operations.
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Coordinate with the service partners to ensure effective resource allocation, workload management, and staffing levels to meet service level targets.
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Monitor and report on key performance indicators (KPIs) related to incident management, problem management, and service desk operations.
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Collaborate with internal stakeholders and the service partner to identify areas for service improvement and implement process enhancements.
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Provide guidance and support, including coaching, training, and performance management.
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Act as the escalation point for major incidents, problems, and customer complaints, ensuring timely resolution and effective communication.
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Conduct regular meetings and performance reviews with the service partner to address issues, track progress, and foster a collaborative working relationship.
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Stay up-to-date with industry trends and best practices in IT service management and leverage that knowledge to drive continuous improvement.
REQUIREMENTS:
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Bachelor's degree in Computer Science, Information Technology, or a related field.
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Minimum of 7 years of experience in IT service management, with a focus on managing L1 and L2 support teams.
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Strong knowledge of IT service management frameworks such as ITIL, including incident management, problem management, and service desk operations.
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Proven experience in managing service partners or vendors, preferably in a multi-vendor environment.
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Excellent leadership and team management skills, with the ability to motivate and inspire a cross-functional team.
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Strong analytical and problem-solving abilities, with a keen attention to detail.
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Excellent communication and interpersonal skills, with the ability to effectively collaborate with both internal teams and external service partners.
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ITIL certification (e.g., ITIL Foundation) is highly desirable.
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Experience with service management tools and ticketing systems is a plus.
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Familiarity with ITSM-related technologies and trends, such as Service Now, automation, and AI, is an advantage You are Curious: Explore your curiosity, challenging the status quo.
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You are Strategic: Plan ahead adopting future intelligence to break down barriers.
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You are Innovative: Challenge us to think outside the box, creating solutions which will enhance our technology landscape.
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