Beschreibung
Skills: Service Manager, ITIL, Service Delivery, AGCS
Role: Service Manager
Location: Munich, Germany
Duration: 6 months +
JD:
Skills:
- Good all around knowledge of IT
- Knowledge of ITIL process flow
- IT Service Delivery experience
- 4 plus years in IT delivery organization
- Very good English language skills in business & IT
- Very good German language skills in business & IT
- Excellent communication skills both verbal and written, with the ability to tailor communication to the intended audience (AGCS end users & IT Management)
Service Description
- To manage the support for all Deskside service incidents/requests through to successful completion and user satisfaction using AGCS support tools
- To regularly review performance and trends in response to incidents/requests of all types and to provide recommendations to the Team Lead for service improvement.
- To act as a point of escalation between the business and SMO
- To work with vendors/AGCS to ensure Deskside service teams are supporting the business, reporting correct figures and adhering to SLA's
- To work with vendors/AGCS to ensure all centrally managed images are applicable to the needs of the business and that all applications are appropriately packaged and ready for use
- Regular updating of AGCS Knowledge base for AGCS systems and processes
Languages: English, German