Romania Job Openings

Skillspark AB

Senior Service Manager - Bucharest , Romania

Bucharest

September 20, 2024

Start
ASAP
Duration
4-6 months


Industry: Engineering
Location: Bucharest, Romania
Start Date: As soon as possible, latest by October 1, 2024
Contract Duration: 3 months + option for extension

Work model: hybrid work 3 times/week from the office
Workload: Full-time


RESPONSIBILITIES:
  • Setting up ITIL processes, KPI’s.
  • Setting up the foundation of change management, incident management and problem management.
  • Being in charge of setting up, defining, and concluding together with business and IT the Service Level Agreement.
  • Setting up service catalogues as an overall support tool for all teams.
  • The consultant shall have strong experience with the full package of all ITIL 4 practices.
  • Establish and oversee premium service standards and procedures to ensure consistent and efficient service delivery.
  • Monitor and evaluate the service team’s performance, providing regular feedback, coaching and recognition to drive individual and team excellence.
  • Ensured timely and accurate completion of service requests, work orders, and documentation, maintaining high attention to detail and quality.
  • Monitor and analyse service metrics, such as response time, resolution rate and customer satisfaction and take proactive measures to drive continuous improvement.
  • Collaborate with other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency and achieve business objectives.
  • Prepare and present regular reports to senior management on service performance, key metrics and improvement initiatives.
  • Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools or technologies.
  • Lead and manage the service department, including staffing, training and performance management of service personnel.

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