Beschreibung
Location is - Hellermann Tyton GmbH, Großer Moorweg 45, 25436 Tornesch, GermanyLanguage English and B2 or C1 German is Mandate.
Role definition
You will work as a Regional Service Deliver Manager and will have technical understanding on End User Computing (primarily AD, O365, SCCM/ Tanium) Network and Security Technologies.
Your role and responsibilities
• You will manage the priority tasks, escalations, Continuous Service Improvements, Service Level Management, KPIs, Value Add and Customer Satisfaction.
• Will be required to manage regular and Ad-hoc reports about their IT Infrastructure
• Establish Customer and vendor engagement avenues and drive review calls
• Should be able to drive transformation assignments.
• Manage the Hybrid Team (comprising of HCL offshore team and existing customer’s IT team), and ensure conflict resolutions among different teams.
• Ensure the local laws or rules are implemented and considered for any central initiatives.
• Manage the customer’s IT Teams and vendors who are currently supporting their respective sites
• Ensure new initiatives are implemented. Evaluating the stability of the customer's technology and IT support, identifying risks to the business related to technology issues.
• Ensure the IT Infrastructure inventory of their respective sites are always up to date and available on demand.
• Take judgements to ensure there are zero or minimal disruptions to services and HT users are happy with IT support
• Will be the first point of escalations for any IT related issues for their respective sites
Your experience and qualifications
• Strong Knowledge of ITIL processes (IM, CM, PM and SRs)
• Hands on with CMDB / asset management and onboarding and offboarding process.
• Experience on driving migration assignments with EOL / EOS devices.
• Proven experience on driving service improvement plans within Operations.