Ework Group is a market leading, independent consultant supplier in Northern Europe with focus on IT, telecom, technology and business development. Without employed consultants, Ework can impartially match every assignment with the right consultant from the whole market. Founded in Sweden in 2000, Ework today operates in Sweden, Denmark, Norway, Finland and Poland.
IT Workplace Service Lead
Location: 11-400 WrocławThe IT Workplace Service Lead is responsible for the Domain Solution / Service Design, Architecture Standards, Service Delivery and Service Level Management of the end user Worplace solution for the Company. The End-User Workplace Domain portfolio consists of several solutions that focuses on all of an IT end-user environment aspects. The core scope of Workplace solution is hardware devices, client software, mobility and collaboration tool management. That role assumes close cooperation with an IT Operations Manager, other Domain Service Leads, Service Providers, internal and external Technical Support groups. That role also assumes combination of domain strategic development and hands on / technical activities, vendor relationship management and project management tasks / activities.
Main Responsibilities:
- Lead and Develop an IT Workplace Domain Services according to an IT Strategy, including development and maintainance of Domain strategy, strategic goals and KPIs, SLA Management, Service Design, technology alignment.
- Leading the implementation
- Providing recommendations on viability, implementation strategies and optimal implementation of solutions
- Ensuring changes are made with minimal down-time and at the lowest cost
- Responsible for the documentation quality (processess, procedures, work instructions, design)
- Ensuring that the overall service portfolio performance, the availability and the solutions scalability meet the business requirement
- Leading the run service. Work with internal teams and external service providers to manage the workplace run and delivering continued maintenance and support of hardware, client sofware , software distribution tool, Office 365, Active Directory, smartphones, file systems.
- Investigating and resolving Workplace matters of significance
- Researching, analyzing, isolating and resolving errors
- Maintain,improve, develop and promote operational end to end processes (incident, change, capacity and release mangement)
- Maintain the CMDB and the Workplace Service catalogue
- Manage client licenses compliance
- Managing several projects simultaneously, coordinating with peers, service providers to deliver the project at the right cost and on time
- Software deployment & automation expirience
- Managing workplace vendor relationships: consistently measuring performance and service levels delivered by suppliers and the interanl teams. Working permanently with suppliers and vendors to introduce new solutions optimizing cost and performance. Establishing, measuring and monitoring SLA and key metrics is critical to this position
An Ideal Candidate Profile:
- Deep and substantial operational experience with workplace services,technologies, cloud solution and technical integration
- Demonstrated experience in maintaining and managing workplace service level agreements - attending meetings and review sessions with major Workplace providers and cloud suppliers - ensuring suppliers are meeting contractual commitments (necessary skills to deliver vendor service level management is critical to this position)
- Analytical thinker who tends to be always logical and fact based
- Excellent oral and written communications skills are required
- Exceptional interpersonal skills, including teamwork, facilitation and negotiation
- Hands on, approachable, constructive, delegator (where and when appropriate), supportive, accountable and takes initiative when necessary to secure projects can be executed within scope, on time, within budget and with quality
- Confident in conflict resolution and problem solving
- Financial planning and budgeting experience
