Romania Job Openings
Skillspark AB
Senior Service Manager - Bucharest , Romania
Bucharest
September 20, 2024
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:
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Setting up ITIL processes, KPI’s.
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Setting up the foundation of change management, incident management and problem management.
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Being in charge of setting up, defining, and concluding together with business and IT the Service Level Agreement.
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Setting up service catalogues as an overall support tool for all teams.
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The consultant shall have strong experience with the full package of all ITIL 4 practices.
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Establish and oversee premium service standards and procedures to ensure consistent and efficient service delivery.
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Monitor and evaluate the service team’s performance, providing regular feedback, coaching and recognition to drive individual and team excellence.
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Ensured timely and accurate completion of service requests, work orders, and documentation, maintaining high attention to detail and quality.
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Monitor and analyse service metrics, such as response time, resolution rate and customer satisfaction and take proactive measures to drive continuous improvement.
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Collaborate with other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency and achieve business objectives.
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Prepare and present regular reports to senior management on service performance, key metrics and improvement initiatives.
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Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools or technologies.
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Lead and manage the service department, including staffing, training and performance management of service personnel.
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