Beschreibung
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JobSummary:Workplaceservicesisacriticalroleinourorganization.Thisisanidealopportunityforsomeonewhoismotivatedbyanopportunitytoparticipateinanorganization’sregionalizationapproachtosystems,infrastructureandendusersupport.Wearelookingforanindividualwhohasthetechnicalskillsandintellectualcapabilitytoleadthroughthischangeandhasthedriveanddesiretogrowwithabusiness.Criticalforsuccessistheabilitytooverseethesupportofmultiplesiteteams,systems,infrastructureandendusersupport.EssentialDutiesandResponsibilities•StrongOnsite/offshorecommunicationmanagementandcoordinationskills,abilitytoconductquarterly/semi-annualreviewsbyself.•AdherenttotheIncidentmanagementprocess,guidingteaminproblemanalysis,communicationmanagement,crisismanagement,andemergencyfixesetc•ConductingTeamActionMeetings,Weeklyteammeetingsandreviewdeliverables•StrongUnderstandingofServiceDeliverableSLAsandabilitytorecommendanychangestothecustomerorabilitiestodrivetheteamonachievingthesame.•SLAMeasurement,Reporting&Adherence-5Nines•StrongCapabilitiesonHandlingdeliverablesresponsibility.•Vision&GoalSettingabilitieswithOrientationondetailstoachievingthesame.•MentoringTeamasperprojectneedsonTechnicaltools,OperationalProcesses&Procedures.•Identifyingimprovementareas&implementingmeasurestomaximizecustomersatisfactionlevels.•Definingnewprocessandprocedureforoperations.•PeriodicevolutionofSLAmetricsandAudits•Budgeting&P&LExperience–ManagingCapex&Opex.•StrongProcessknowledgeITILV-3,alongwithexperienceincertificationofIT&SecuritycertificationslikeISO20/27KCertificationsetc.•3rdPartyVendorManagement&ContractNegotiationSkills&Experience.•Ensureanddeveloprelationshipwithcustomers,stakeholderswithhighsatisfactionlevel•Liaisonbetweenbusinessleadersandseniormanagementtodriveprogram/projectsbudgetatstrategiclevel•Reviewprojectportfolioandcontentsperiodicallyandassessforlinkage,support,andcontributiontomajorgoalsandstrategies•Workingwiththeclientandoperationsteamstoidentifyandmanageserviceimprovementactivities••Removingallobstaclestocustomersatisfactionand/orfinancialperformance•SkillsandAbilities••TheEUCSDMprofilewillbeaseniorprofilewillneedtomanageendtoenduserservicedelivery•AbilitytointeractwithCIO/Infrastructuredirector•UnderstandingofITILframework•
•Preferably12+yearsplusofIndustryexperiencewithmanagingateamofover100resources.••10+yearsofExperiencewithAssetManagement,DesktopDeployment,VDI,Windows/PCRefreshandScheduling••5+yearsinmanagingservicedesk,serviceimprovementprograms•Adeptinworkingoutstrategiesinmeasuringandimprovinguser•Excellentcommunication(ReadingandWriting)skillsinEnglish&German.