Service Process Controller - SACM

Fujitsu Technology Solutions Sp. z o.o.

Follows established processes / systems and recommends improvements to these as appropriate to resolve routine customer enquiries.
Documents actions taken to resolve enquiries.
Takes ownership for documenting, and monitoring adherence to all account related processes.
Ensures the processes in place are aligned with the contractual requirements. Acts as point of escalation and owns management of the processes leading to successful resolution of the escalated issue.
Responsible for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in the new developments.
Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA.
Monitors performance through statistical reporting and analysis.
Analyses and identifies areas of improvement to the service to ensure customer satisfaction
Prevents negative trends by properly raising and reacting to performance and progress gaps.
Owns and accepts personal responsibility for customer problems and champions customer issues to resolution.
Builds and enhances strong customer relationships and acts as an escalation point for the customer.
Takes responsibility for learning about all current customer needs

Interest in IT operations/service management
Proven ITIL related job experience (good to have, but not mandatory)
Ability to demonstrate knowledge of ITIL Service Management framework or interest in gaining knowledge
Ability to demonstrate Service Asset and Configuration knowledge
Excellent communication skills (written / verbal)
MS Office Skills
Good English written and oral communication skills