Oferta pracy

Service Delivery Manager

Majorel PolskaAbout the company

Majorel Polska

Królowej Jadwigi 43

Poznań

Your responsibilities

  • Responsible for leading a team of professionals in the areas Cloud Operations, Network Operaions and Unified Communication

  • Define roles and responsibilities for the department.

  • Integrate with Infrastructure Verticals for advance level support and new initiative being launched across organization.

  • Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, and other Delivery processes.

  • Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams.

  • Integrated with Business reviews to ensure all the services delivered via 3rd Level Support meets all criteria.

  • Manage the overall Operations of all services to the agreed service levels

  • incident resolution, service request fulfilment, request for information, minor change requests and problem resolution Support the management of major infrastructure incidents.

  • Coordinate the team resources, allocate tasks, check progress, report results to peers and higher management.

  • Provides direction to multi-disciplined technical 3rd level support teams of internal IT and contractor staff.

  • Liaise with third-level support groups and/or vendors when an additional support, advice or escalation is required.

  • Act as a guardian for the appropriate execution of all configuration and minor change management processes within production environment

Our requirements

  • Expert knowledge of ITIL framework and have managed transformation and ongoing operations of Service Management processes.

  • Knowledge of environments and service that support multiple business verticals.

  • In-depth knowledge of IT Service Management (ITIL) frameworks.

  • Demonstrated experience in leading process improvement and organization change initiatives.

  • Proven expertise and overall responsibility in customer service and contact centre services, performance, and new generation capabilities.

  • Ability to work with people from a variety of different culturally diverse backgrounds.

What we offer

  • Be a part of a global IT, fast growing organisation

  • Cooperation with globally recognized brands

  • A real influence on company's achievements

  • Transparency and respect at each stage of contact

  • B2B Contract

  • Benefits

  • private medical care

  • life insurance

  • remote work opportunities

  • fruits

  • no dress code

  • coffee / tea

  • pre-paid cards

  • christmas gifts

  • birthday celebration

  • charity initiatives

  • home office

Majorel Polska

We are looking for people with a passion for IT. Who understand the important role IT to contribute to and further develop our growth ambitions. Therefore we are looking for people that are curious, pro-active, adaptable and creative, actively seek collaboration, develop business acumen and have a global mindset.

As we are a global operating organization, professional proficiency in English is required.

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Key Deliverables

This position will be responsible for championing best practices and managing a team for the development of Infrastructure Service Delivery and Support processes based on ITSM constructs. The following are the responsible for driving the following initiatives:

• Execute strategy to drive adoption of Support service management and operational best practices relevant to on-premises, cloud computing, network operation and Unified Communication services

• Ensure all service management processes enable ITS service agility.

• Create an environment that supports self-service and automation of routine service requests.

• Foster continuous service delivery optimization and improvement.

• Foster the relationship with Infrastructure verticals.

• Identify resources and sourcing Support Organization.

• Execute self-auditing and compliance capabilities around ITSM procedures.

• Execute and implement a strategy and roadmap for organizational excellence.