Beschreibung
We are looking for our customer a Service Delivery Manager and VIP Supporter (f/m).
1. Accountable for the performance and quality, including direct management of customer team members.
2. Single point of escalation for divisional help desks, field engineers (desktop teams), as well as DD COS and FEN teams, for any operational issue where the project is in charge (will route to the adequate operational leader and ask him to own the point if needed)
3. Optimize the project resources and improve performance and efficiency (including defining planning/priorities of each customer team member and dynamically changing them depending on events)
4. Accountable for end to end operations related to ECC services including
a) End user support (incident & user requests … )
- Fault Level 1 support for the end-users
- Management of fault level2/3 and problems (in coordination with local COS teams when COS are assigned to the ticket)
- Alerts and communication during major incidents resolution
- Direct Service Desk VC services for end user
- Execute standard requests previously scoped (SMACs / Standard Requests)
b) Central Infrastructure administration for all UC&C solutions
- Consolidation of operations capacity&performance management statistics,
- Enforcement of concern standards (might include actions following a vendor alert) and DD operational procedures
- Maintaining up to date central knowledge base (e.g. fixing a documentation mistake identified as part of incident resolution)
c) Reporting:
- Providing reporting data that is extracted from central tools managed by project
- Analysis of reporting data in order to explain the trends and abnormal values (e.g. out of SLA)
5. Leads “technical and operational reviews” and responsible for production of operational dashboards (backlogs, system’s performance, etc)
Experience:
Language french (fluent) and english (fluent)
SLA