Informacje o stanowisku

ZAKRES OBOWIĄZKÓW:

• Deliver IT services to CMC Employees (customers) that meet established SLAs.
• Delivery proactive customer service to greatly reduce the need for reactive support.
• Build relationships with customers and across the IT organization.
• Monitor overall performance of services provided.
• Operational governance over Global CMC Service Desk Provider.
• Ensure that processes are in place to proactively deliver service quality through Incident and Problem Management procedures in line with ITIL and CMC IT processes and procedures.
• Communicate across the IT organization to ensure effective delivery of IT Services.
• Manage a group of Service Delivery team members in EMEA and APAC to ensure resources, capabilities and capacity are in place to meet both existing and new business demands.
• Act as a SME (Subject Matter Expert) in both high-profile customer issues and core services to conduct root-cause analysis and develop corrective action plan with lessons learned.
• Ensures that integration of all service delivery units is constantly improved
• Ensures robust tools and - where relevant - technological platforms are in place to support customer environment and best service solutions.
• Motivates, develops and mentors other service delivery employees and managers where necessary.
• Work together with other Service Delivery Managers to develop standard processes across the globe.

• Bachelor’s or Master’s Degree in Computer Science, Information Systems or other related field or equivalent experience
• Minimum five years IT experience in a variety of technologies including: service delivery, network, servers, & storage
• Minimum three years of experience with managing team
• Strong English written and verbal communication.
• Minimum two years of experience with working in international companies and environments
• Ability to develop strong relationships and partnership between teams.
• Demonstrated ability to lead and work in a global, multi-site, cross functional, matrixes organization of employees, contractors and service providers.
• Ability to plan, coordinate and report work between various groups.
• Ability to take ownership, prioritize and drive issues to solve problems.
• Ability to make quick and effective decisions.
• Ability to work with service desk team, including SLA tracking, performance monitoring and issue resolution.
• Ability to follow and implement hardware, software and security standards and best practices.

• Competitive compensation system
• Stable job based on permanent job contract
• Great benefit package (health insurance, medical care, sport cards/entertainment bonus)
• Company Social Benefits Fund
• Opportunity for professional growth - challenging and rewarding work with dynamic, international team – trainings in international professional surrounding
• Friendly work environment and healthy oriented culture
• Working in an international company
• Hybrid work schedule

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