Beschreibung
Technical Lead/Service Manager
Tasks:
We are looking for a Service Manager with software specialist background within a mobile communication industry.
To manage the end to end customer service relationship for a defined group of the customers, across the operating companies, affiliates and partners in all geographies. Has end-to-end accountability for aligned service to agreed terms and conditions, and works with local personnel to meet all service metrics
Has end-to-end accountability for aligned service to agreed terms and conditions, and works with local personnel to meet all service metrics
The person ultimately responsible for the success of the E2E Lifecycle of the Services and is therefore involved in the whole delivery chain of the individual components and the composition of the Enabler Service
The Service Management will manage escalations and report to senior Management and CTO level
Responsible for the strategic service management of a defined group of the Services and ensure Horizontal Enablers delivers it's Service Commitments to its Customers
Establishes strong service relationships with customers and leverages those relationships to ensure maximum performance return from customers
Secure, manage and deepen the customer relationship with the long term focus of expanding the overall footprint/penetration and improvement of services and support
Develops action plans to tackle immediate and ongoing service-related issues (proactively, and in response to customer requests)
Reports as requested on all aspects of performance relating to their allocated Customers.
Requirements:
Analytic troubleshooting background, Unix, SOA, TiBCo, Datapower knowledge enabling them to work close with support engineers
Strong TECHNICAL knowledge is a must
Skills in working in an international environment
Experience in global service delivery for global/international Customers
International - demonstrable experience of living and working abroad or in a service management role.
Knowledge of mobile data application development, deployment and operations
Deep focus on operational and service fulfilment issues
Ability to work in a high-growth, high-uncertainty environments
Ability to act in international and distributed virtual team, and form strong internal relationships
Team player, strong influence and relationship management skills, customer centric
Strong communication and decision making skills - ability to balance conflicting interests
Experience with:
Web application, Web Language, Web Messaging
Reporting and monitoring tools
Service Management tools
Producing Reports and Presentations
KPI definitions
ITIL
Service Management
Location: Düsseldorf
Duration: 12 months
Start date: ASAP