Oferta pracy

Technology Service Delivery Manager

SDI Media A/S (Spółka Akcyjna) Oddział w Polsce

  • Wołoska 7, Warszawa
    Warszawa, Masovian
  • offer expired a month ago
  • contract of employment
  • full-time
  • team manager
  • remote recruitment

SDI Media A/S (Spółka Akcyjna) Oddział w Polsce

Wołoska 7

Warszawa

Technologies we use

Operating system

Your responsibilities

  • Manage the regional Technology Service Delivery team resources (Help Desk and IT Support); ensuring consistent, professional, and timely response to support requests.

  • Schedule resources to ensure adequate cover is maintained to provide required level of support.

  • Develop and implement processes to ensure that the highest quality of service.

  • Provide excellent customer service to business users.

  • Send accurate and timely communications to the business relating to factors affecting the regional support service, or IT systems availability as required.

  • Ensure continuity of service and response to incidents from planned and unplanned absences within the team; re-assigning calls from absent team members and / or updating users’ expectation of response or resolutions as needed.

  • Ensure all affected stakeholders are kept regularly informed with progress updates in relation to their tickets.

  • Own customer issues with the team from the outset to resolution and escalate issues to colleagues within the Technology Group.

  • Assist and support team members in researching solutions to issues and guide them to appropriate resources.

  • Assess individual’s training needs and to ensure each member.

  • Provide direct coaching of team members who may need guidance or development.

  • Monitor team performance and individual workloads to ensure agreed response and resolution times are met and distribute new work or redistribute work as needed.

  • Create, review, and publish reports to support the performance management of the regional IT Service Delivery team.

  • Conduct formal appraisals of team members and hold regular 1-2-1 meetings (at least quarterly) to provide feedback on their performance.

  • Participate in department projects as required.

  • Develop a knowledge management approach that enforces good practice in documenting resolutions, updating self-help and staff knowledge bases.

  • Develop a regional technology budget with oversight and direction from the Vice President, Service Design & Delivery.

  • Manage the regional technology budget focused on obtaining the most cost-effective service and equipment options while closely scrutinizing the overall spend to ensure it is within budget and that costs are aggressively negotiated.

  • Monitor the ticketing system ensuring:

  • Usage meets agreed standards and performance targets.

  • Requests are logged in a timely manner, updated regularly.

  • Review ticket history to identify areas of improvement.

  • Manage the deployment of hardware and software in accordance with procedures.

  • Create and maintain the IT Service Delivery documentation in relation to implemented processes and systems / applications.

  • Represent the Technology Service Delivery team and its overall value proposition within the department and the company.

  • Set, personally adhere to, enforce, and actively promote, standard IT Service Delivery processes and procedures.

  • Track equipment inventories under IT Service Delivery control.

  • Adhere to, promote, and enforce departmental, business and human resources processes and procedures.

  • Research and stay updated on changes to systems and procedures and keep the team advised accordingly.

  • Schedule and hold weekly team meetings to ensure consistency of knowledge within the team on current issues.

  • Meet regularly with the Vice President, Service Design & Delivery to report current trends and issues; receive updates on projects; and provide input into IT service delivery to the company.

  • Oversee the IT Service Delivery team hiring and staffing, interviewing, and assessing candidates.

  • Assist the team with responding to requests for technical assistance.

  • Act as hosting manager for Technology team members outside of the Service Delivery team.

  • Help the remote manager understand the local culture, employment environment and practices.

  • Act as an advisor to the hosted employee.

  • Give feedback on the hosted employee’s performance.

  • Deliver important management communication; and

  • Offer on-site management support in cases of crisis and emergency.

Our requirements

  • Experience managing a team of IT support analysts within a geographically diverse organization.

  • Ability to motivate and lead a team effectively through both coaching and example.

  • Demonstrate a focus on delivering a high standard of customer service.

  • Excellent time management and prioritisation skills with the ability to multitask effectively.

  • Strong troubleshooting, analytical and problem-solving ability.

  • Excellent written and verbal communication skills; able to clearly articulate ideas and methods to individuals and groups in a professional manner.

  • Strong ITIL framework knowledge with a foundation certificate essential.

  • Proven technical support experience, ideally within a Microsoft environment with a good understanding and working knowledge of:

  • PC hardware and peripherals (including PCs, Printers, laptops, smartphones, and tablets)

  • Microsoft Desktop Operating systems to Windows 10

  • Standard MS Office applications

  • Microsoft Active Directory: core administrative functions

  • Proven experience in dealing with customer queries in a professional and efficient manner.

  • Ability to learn and assimilate new technologies and support new applications.

  • Knowledge of Help Desk ticketing systems.

Optional

  • Reports to the Vice President, Service Design & Delivery.

  • Line Manager to the region-based Technology Service Delivery team.

  • Liaison with peer Technology Service Delivery Managers, senior technology analysts and managers and other points of escalation across the Technology Group.

  • Liaison with external service and support providers: maintain relationships with software suppliers for technologies where the Technology Service Delivery Team is the primary owner.

  • A continuous improvement approach to people, processes, and technology.

  • Basic troubleshooting capabilities for hardware, software, and networking.

  • Ability to effectively communicate internally and externally both in written and verbal form.

  • Professionally interface with all levels of the organization, as well as high-profile individuals, clients, and vendors.

  • Read and decipher materials and documents with the ability to recognize and extract critical data and information.

  • A strong work ethic, strong organizational skills, and meticulous attention to detail.

  • Ability to remain calm under pressure.

  • Ability to adhere to deadlines and execute on multiple assignments from beginning to end with accountability for the results.

  • Ability to assess circumstances and problem solve with minimal supervision.

This is how we organize our work

This is how we work

  • in house

What we offer

  • Stable employment based on a full-time contract

  • Private medical care

  • Co-financed sports card

  • Flexible working hours

  • International environment

  • Work as a part of dynamic team of professionals from various regions of the world

  • Opportunities to develop new skills and gain experience through training and working with international projects and for the biggest clients in the industry

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • flexible working time

  • integration events

  • no dress code

  • coffee / tea

  • christmas gifts

  • employee referral program

SDI Media A/S (Spółka Akcyjna) Oddział w Polsce

SDI Media A/S (Spółka Akcyjna) Oddział w Polsce

Iyuno-SDI Group is the media and entertainment industry’s leading localization service provider. As a trusted global partner to the world’s most recognized entertainment studios, streaming platforms and creators, it offers end-to-end localization services – from dubbing, subtitling and access services to media management, transformation and distribution services – in over 100 languages for every type of content distribution platform. With deep roots in the industry dating back to 1965, the company is unmatched in operational expertise, scale, capacity and breadth of services.

Iyuno-SDI Group was formed in 2021 following the acquisition of SDI Media by Iyuno Media Group. Leveraging the best in breed creative and technical talent, state of the art facilities and next generation technologies, the company now boasts the largest global footprint with 67 offices in 34 countries. The company’s scale and customer-centric approach is focused on its mission of connecting content, connecting people.

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