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Service Delivery Manager

  • Szczecin, zachodniopomorskie
  • Kierownik
  • 27.03.2018

    Pracodawca ma prawo zakończyć rekrutację we wcześniejszym terminie.

    Service Delivery Manager
    Location: Szczecin

    Key responsibilities:

    • You will be the contact person for all aspects of Service Delivery to project and customer
    • Conception of periodic reviews and assessment of service delivery performance from financial and from operational point of view with the goal of ensuring cost effective, efficient and quality delivery
    • Drive organizational units regarding the use and execution of appropriate processes and service improvement measures, including functional steering and ensuring alignment of all involved project resources
    • Define and monitor the adherence of service desk KPIs, create actionable plans for improvement, leads improvement activities & implementation
    • Ensure management reporting to project and management on service desk performance
    • Raise awareness for a quality-, process- and performance driven organization
    • Create training plan for area of responsibility and monitor successful execution of service improvement plans (SIP)
    • Act as interface and contact person for all involved project resources with regards to all related concerns and topics
    • Perfectly understand business priorities and customer needs / demands while aligning requirements with service desk capabilities / service ability and consideration of financial impact
    • Develop and share best practices in terms of service desk performance measurement and improvement
    • Identify upselling potential and work with project team to sell this to customer
    • Will be potentially working with/driving multiple markets/Delivery Centers


    • IT related Master degree or Master in business administration with technical background
    • Minimum 3 years, in Service Desk Management preferable
    • In particular, experience in the following topics is essential:
      • Experiences with process- and delivery management tools as well as in design and implementation of service processes
      • Proven track record on successfully led and finished projects
      • Basic knowledge about Project Management and experiences in using project management tools in a professional manner
      • Proficiency in English and German language (both written and spoken in a professional manner)
      • Proficient knowledge of ITSM tool (e.g. Oracle EBS) and understanding of ITIL standards
      • Proven track record on successful employee leadership in projects
      • PC literacy, incl. Advanced MS office handling (Excel, PowerPoint, Visio)
      • Strong presentation skills and client-oriented attitude
      • Strong self-management and time-management skills
      • Cross cultural awareness
      • Must be a team player and enjoys to work with others

    We offer:

    • Contract of employment (umowa o pracę)
    • Trainings from the first day of work
    • International work environment
    • Self-development and growth within the organization
    Our benefits:
    Osoby zainteresowane prosimy o przesyłanie aplikacji klikając w przycisk aplikowania.
    Data controller is Diebold Nixdorf BPO Sp. z o.o. with its registered seat in Warsaw (Poland), Popularna Street 82. Your personal data are being collected in order to conduct recruitment process and may be disclosed to other entities of our capital group. You have the right of access to your personal data and the right to rectify these data. Submission of your personal data in the scope referred to in the Labor Code of 26 June 1974 and its implementing acts is obligatory. Submission of your additional personal data is voluntary.