Beschreibung
For our client in Berlin we are looking for a Provisioning Pilot Interim Support Manager (f/m)
Task
Project Planning
Translates project scope into activities and plans necessary resources , timelines and technical dependencies. Assures effective initiation, management of and reporting on the project. Manages all project resources and stakeholders effectively. Closely aligns and collaborates with the Provisioning pilot project and BT’s IS Operations team
Support Model setup
Works with IS Operations team, current support provider and Provisioning pilot team to determine and implement necessary ITSM tool amendments to log pilot users’ tickets, checklists to triage pilot users’ tickets and mechanisms to track progress and to report on pilot users’s tickets
Pilot Management
Works with IS Operations team, current support provider and Provisioning pilot team to ensure and continuously improve pilot support quality. Acts as an escalation point towards the Business Management regarding support quality issues. Manages complaints
End User satisfaction
Creates end user satisfaction questionnaire and executes end user satisfaction survey for pilot user group and management stakeholders on a monthly basis. Analyses and feeds back results into the IS Operations team, current support provider and Provisioning pilot team
Qualification:
Experience in project management in similar projects
Very good handling of ITSM Processes & Tools
Practical experience in IT Transformation &Migration Management
Very good Understanding of Workplace
Interest in technologies
Drive for Results