IT Service Management Transition Manager 70-100% (m/f/d)

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Beschreibung


  • As a modern company, our client manages to constantly develop further and break new ground.

IT Service Management Transition Manager 70-100% (m/f/d)

Reference: -en
Start: asap
Duration: 9 MM

Main tasks:
  • Assist with the implementation and go-live off new 1st and 2nd level IT support teams and operating model
  • Assist with the coordination of IT support services, monitoring of performance and customer satisfaction levels, incident and request management, SLA reporting, shift scheduling as well as other tasks
  • Act as focal point for customer liaison and provide an effective and efficient interface between the department and its internal customers
  • Support supervisors and managers of the IT Services Customer Services Operations team on operational, project and control function activities
  • Drive the efficiency and effectiveness of the incident, problem and request management processes
  • Assist with the implementation, review and reporting on agreed SLAs and KPIs 
  • Monitor customer satisfaction and ratings
  • Develop appropriate action plans based on feed-back and customer satisfaction levels
  • Continuous improvement to the Incident management, reporting and trend analysis activities
  • Prepare relevant training and knowledge base material for 1st and 2nd level teams
  • Ensure that the tools and equipment required to run effective 2nd level support activities are in place and maintained
  • Participate in Operational Readiness activities for new and existing products and services including the coordination of testing
  • Participate in Change Management activities
  • Contribute towards the request management activities, project team and operations team


Main qualifications
  • Service Now experience
  • Relevant and in-depth xperience in a customer facing role, preferably in an international environment
  • Experience in supervising a technical team of more than 4 people
  • University degree in computer science or related field desirable
  • ITIL qualification desirable
  • Solid customer service skills with a proactive customer and service orientation
  • Excellent coordination, organisational and time management skills, accuracy, speed and attention to detail
  • Ability to effectively balance workload of providing excellent customer service while attending to on-going operational tasks
  • Able to carry out assigned tasks in a professional, efficient and timely manner with a sense of ownership and follow through
  • Strong communications skills to enable delivery of clear communication to different audiences, to manage customer expectations and service partner deliverables
  • Fluency in English; a second major world language desirable


Main advantages:
  • A highly motivated team and an open way of communication



About us:
IT specialists hold all the cards: for its customers in industry and the public sector, Hays is looking for motivated employees who like looking at the bigger picture and growing with new challenges. We make sure that you benefit from our many years of experience in IT recruitment and will find you the right role to suit your skills and interests – all completely free of charge to you. Register with us and reap the benefits of job offers that are both interesting and relevant to your skills and experience.

My contact at Hays:

My contact person:
Magdalena Butt

Referencenumber:


Make contact:
Email:
Start
ab sofort
Dauer
9 MM
Von
Hays AG
Eingestellt
20.01.2021
Ansprechpartner:
Kerstin Werner
Projekt-ID:
2032460
Vertragsart
Freiberuflich
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