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.
WYMAGANIA:
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.
OFERUJEMY:
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
