Service Manager

Vertragsart:
Vor Ort
Start:
ASAP
Dauer:
6 months +
Von:
Silverlink Technologies
Ort:
Bayern
Eingestellt:
31.07.2014
Land:
flag_no Deutschland
Projekt-ID:
751004

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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