Oferta pracy

IT Service Delivery Manager with German

Fujitsu Technology Solutions Sp. z o.o.

  • Subcarpathia

  • offer expired 22 days ago
  • contract of employment
  • full-time
  • specialist (Mid / Regular)
  • home office work, hybrid work
  • remote recruitment

Technologies we use

Operating system

About the project

Service Delivery Manager will be responsible to identify customer’s needs and oversees the delivery all contracted services in a medium or single large size are delivered profitably and meet customer expectations or go beyond them.

The foundation of this position is to establish processes to provide consistently high levels of customer service in a cost-effective manner. Service Delivery Manager is to manage teams and oversee all employees within the service delivery umbrella. The role is well-suited to people who have a passion for providing excellent customer service, who possess strong interpersonal and leadership skills, and who enjoy working as part of a larger team.

Your responsibilities

  • Responsibility for a specific service delivery areas depending on customer’s industry

  • Ensuring contract, business context and priorities’ awareness between all of the stakeholders

  • Service review and follow up actions/ Service improvement plans

  • Service integrity in the area of responsibility

  • Ensuring that customer needs and expectations are understood and properly executed in the operations

  • Ensuring critical tasks meet required obligations

  • Quality management

  • Review all KPI/ SLAs metrics actions

  • Monitor and propose improvements within area of responsibility

  • Monitoring and reporting on service performance

  • Business outcomes awareness

  • Contributing to remediation of service failure and continuous improvement of delivery

  • Escalation process overview

  • Coordinate internally and externally provided services into seamless delivery

  • Act as an escalation point between the business and technical delivery to resolve issues

  • Proactively raise issues of non-compliance

  • Work with IT resources and managers if necessary to ensure that customer needs and priorities are well understood and these are being delivered to

  • Work closely with the Service Manager and have oversight and influence over the on-boarding of projects into a BAU environment to ensure sustainable, supportable service integration

  • Build an in-depth understanding of the outcomes required by the business, capture information on how to improve services and drive their optimal usage

  • Constant engagement with the business to plan, monitor and implement solutions and, in collaboration with delivery teams and vendors, ensure customer needs are understood and translated into operational

  • Responsibility for the correct and timely circulation of documents, in particular without delay providing to the HR department with all employee documents signed by subordinate employees, e.g. contracts, annexes, agreements

  • Processing of personal data only to the extent necessary for the proper performance of duties in the position

  • Responsibility for the correct processing of personal data by subordinate employees in the managed department, in particular through:

  • a) updating to the GDPR Coordinator with any changes regarding the method and scope of data processing in the department, which may result, e.g. in the employer's obligation to fulfil the information obligation or obtaining consent for the processing of personal data

  • b) Updating to the IT department of the scope and level of access that individual subordinated employees of the managed department should have to individual systems, databases, programs containing personal data

Our requirements

  • Strong customer service, excellent leadership, and quality control skills

  • Team player attitude

  • Good resource planning skills

  • Strong teamwork skills and attention to detail

  • Able to demonstrate the ability to undertake the above responsibilities

  • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines

  • Excellent leadership and people management skills

  • Excellent written and verbal communication skills

  • Willingness to support and mentor junior staff

  • Able to work under pressure and meet deadlines

  • Able to manage sensitive and sometimes confidential information

  • Self-motivation and able to take responsibility

  • Able to manage and prioritize and tasks and time efficiently

  • Able to demonstrate initiative and a proactive approach to daily tasks

  • ITIL knowledge on various processes and service lifecycle

  • ITIL Foundation Certificate (or/ and higher) being an asset/ preferable

  • Experience in support for Service Delivery Management so far, Junior or Regular role in Service Delivery Management

  • MS Office Skills

  • Fluent English

  • Fluent German

  • Additional trainings – Agile/ Prince/ technical certification etc. being an asset

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • retirement pension plan

  • extra social benefits

  • holiday funds

  • employee referral program

  • charity initiatives

  • one shorter working day

  • extra leave

Fujitsu Technology Solutions Sp. z o.o.

Fujitsu is a world-leader in Enterprise Service Management (ESM). As a ServiceNow Elite Partner, we combine our years of experience and know-how with the power of ServiceNow, to deliver ESM processes that improve efficiency, reduce cost and free our customer’s staff to concentrate on what they do best –which is running the business. Our range of solutions are highly flexible and easily scalable, and regardless of business size, or whether the customer requires an off the shelf solution or something that’s individually created for the business, we can provide them with the configuration they need.

We are one of the world’s leading ServiceNow partners with a large number of successful implementations. We provide a comprehensive enterprise service management offering that includes business consulting, implementation and integration, design and development, global delivery center, certified training, and authorized support.

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