Beschreibung
Service Delivery Manager Cisco UC
Einsatzort: Ulm
Onsite/remote: Onsite- max. 20 % remote möglich
Besonderheit: Teilzeit (3 Tage/Woche)
Dauer: ASAP- 31.05.2018 (Verlängerung um 1-2 Monate möglich)
Requirements:
- Ideal candidates have 2+ year experience in the service delivery management role
- Experience in a customer facing role is mandatory
- Seniority to guide the customer and the technical resources onsite in the normal day-by-day operations but also in escalations up to management level is very important
- A technical knowledge about Cisco Unified Collaboration is a big benefit
- Strong business skills with demonstrable track record of achievement, preferably holds a recognized management qualification
- Preferable holds ITIL Foundation (V3) or above
- Resourceful, self-motivated and decisive with strong decision making capability
- An ability to get things done through a combination of direct control, time management, prioritization, persuasion and influence
- Understanding of basic IT infrastructure principles
- Build relationships at all levels internally and externally
Tasks:
- Ensures Service Delivery documentation is maintained during the contract term ie Incident Reports, Change Reports (where appropriate), Trend Reports (where appropriate), Service Operations Manual (SOM), Maintenance and Equipment Schedule, Action Logs, Service Improvement Plans, amongst other documents
- Collate, monitor and analyze incident and change statistics, provide regular reports, and manage regular service review meetings with the customer as agreed in the SOM
- Ensure customer satisfaction by driving internal departments to deliver against agreed KPIs as defined within the Contract, Service Schedule/s, SOM and SLA
- Actively ensures that root cause analysis is undertaken for ongoing issues. Ensures that the root cause is defined to a level that is clearly understood by the relevant heads of departments so as to drive the improvement within the business
- Understand and communicate the client's product portfolio, service strategy and capabilities
- Identify, create and drive Service Improvement Plans to achieve business benefits in partnership internally and with the customer
- Participate in the escalation process for all major incidents and/or changes to ensure that the appropriate functional, technical or 3rd party escalation takes place to either successful completion or appropriate handoff
- Identify new account development opportunities and pass this onto the sales account manager for ownership
- Verify regularly (monthly/quarterly) the equipment schedule with the customer as part of the Service Entitlement process and manage updates to the maintenance schedule with the Contracts Admin team
Technology: Cisco UC (IP-Telephony, Jabber, Webex and Videoconferencing)
Wenn Sie Interesse an dieser Stelle haben, senden Sie uns bitte schnellstmöglich ein kurzes Bewerbungschreiben und Ihren CV im Word-Format zu.
Viktorija Sirvinskyte
IT Resourcer
Michael Bailey International is acting as an Employment Business in relation to this vacancy.