Poland Job Openings
Skillspark AB
IT Service Delivery Manager
Kraków
CONTRACT
September 18, 2024
Start
Duration
GENERAL INFORMATION:
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:
REQUIREMENTS:
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:
-
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.
We regret to inform you that this job opportunity is no longer available as it has expired
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