Rodzaj pracy: Pełny etat
Rodzaj umowy: Na czas nieokreślony
Ilość wakatów: 1
Minimalne doświadczenie: 1 rok
Wykształcenie: Wyższe licencjackie
Branża: Praca IT - Project Management
Procject scope:
- Industry: BPO/ IT Outsourcing
- Location: Poznań , Grunwald
- Salary: up to 15 000 PLN Gross
- Contract type: Employment contract (6 months + indefinite contract)
- Project language: English, German
- Follow the day-to-day service delivery for the customer, acts as a contact for escalations or problem solving related to the service or /and the team
- Manage SLA and KPIs for delivered services.
- Create content accurate service reports and management reports. Use all CC tools that are relevant for your role.
- Define and implement service process adjustments in the incident, change, problem and escalation process in close cooperation with the managers of the and the process downers.
- Own service review meetings with service management and the customer or ensures regular participation in these meetings.
- Ensure customer satisfaction through effective communication. You will be responsible for tracking all agreements made with Service Management and / or customer.
- Drive employee development plans
- Manage and support assigned team leaders in establishing and defining best practices. Drive team members development activities
Requirements:
- Proven leadership experience in BPO / ITO Service Delivery Management in an international organization
- Proven experience in reporting and managing service agreements according to ITIL in a customer facing role
- Experience in Service Desk or IT Outsourcing operations
- Operating knowledge of English and German (at least B2 level)
- Strong customer management skills
- Strong communication and leadership skills
- Demonstrated Decision-making skills in dynamic environment
- Strong coordination skills to work activity for self and others
- Excellent administrative skills and ability to analyses data and produce data driven actions
We offer:
- Challenging work in a dynamic international environment and great potential for development
- Cooperation and possibility to exchange knowledge with a team of professionals from global company
- Multisport card
- Medical care
- Friendly office space