Beschreibung
For one of our clients we are looking for a CRM-Service Delivery Lead (m/f)Roles and Responsibilities
Resolve incidents and service requests
Provide technical and functional expertise and guidance to the support analyst(s) to resolve incidents
Analyze incidents/issues and identify root cause
Implement fixes based on root cause analysis
Document resolutions for known errors and update knowledge base
Review Implementation of solutions for bug fixes / enhancements and ensure adherence to the technical and quality standards and guidelines
Perform technical impact assessment due to changes (minor enhancements)
Responsible for taking the transition for the assigned-set of applications, proactively highlighting issues and road-blocks in a timely manner to the Service Delivery Lead.
Responsible for complete and timely transition of the new applications for the owned-domain-areas including development of complete transition documents and deliverables as agreed as part of the transition plan.
Responsible for carrying out internal reviews of the artefacts (during Transition / execution) and on boarding technical team.
Responsible for documenting the relevant SOP’s and identifying areas of improvements.
Responsible for ensuring seamless playback session of the techno functional understanding of the system by the team during transition and execution generating sufficient confidence in stakeholders on team’s ability to quickly grasp and get productive quickly.
Responsible for adherence to committed SLAs and KPIs while ensuring quality of deliverables and compliance.
Proactively propose continuous service improvement ideas to improve and/or enhance the performance of the applications
Execute continuous service improvement and automation initiatives as directed by the Service Delivery Lead.
Reporting to Service Delivery Lead on the overall service delivery performance of the assigned-set of applications
Skills Required
10+ years of experience with 10+ years of relevant experience
Domain and technical skills relevant to domain area(s)
Technical expertise to solve complex technical issues and provide practical technical solutions to fix issues and address root cause.
Strong written and oral communication skills and strong interpersonal skills.
Experienced in working in global delivery model with teams from multiple locations and multiple vendors.
Experience in working on ITIL Process e.g. IM, PM, CM, RM.
Knowledge of Life Sciences domain knowledge, Information Security, GxP and SOX Regulatory requirements.
Experience in LifeScience industry
Technical Skills
10+ years in CRM area with at least 8+ years in SIEBEL Configuration/scripting
Knowledge in DB or Informatica/ETL is desired
Knowledge in Siebel Infrastructure and Siebel EAI
Overview of Siebel CTI and Knowledge in iPad integration with Siebel
ITIL certified
Willingness to work in L2, L3 roles – if needed
At least 2 years of experience in leading delivery teams of size 6+
Prior Experience in managing AMS delivery is must
Language skills
German and English
Location: Frankfurt am Main
Start: 01.06.2018
Duration: 6 months +