We are looking for a IT Service Manager with proven experience in managing service operations and support teams
Responsibilities
Taking care of customer relationships and ensuring an agreed level of service and support, including established SLAs
Managing priorities for maintenance tasks, monitoring, incident and problem management, service requests
Ensure timely communication, escalation and resolution of critical incidents in accordance with the pre-defined Service Level Agreements and Business Requirements.
Regularly review and manage the incident backlog. Prioritize backlog incidents based on their impact and urgency. Ensure resolution and admin. of actions esp. of aged backlog.
Coordinating the Support Team to ensure the agreed level of service
Representing the Support Team and company to the client
Reporting the status of work to the client and internally in the manner agreed with the client
Participating in the sales process - managing the budget, reporting on utilization and risks, negotiating with the client
Planning and managing team allocations (including participation in recruitment and negotiations with the client
Leading project team, motivating and planning the development of consultants
Requirements:
Experience in Service Manager (or related) role; responsible for service operations and managment of customer expectations
Experience as a Team Leader/Manager
Technical understanding of delivered solutions
Ability and willingness to work as a liaison between Client's structures
Understanding of Quality of Services, SLAs, KPIs – ITIL Certification will be an advantage
Experience and deep understanding of support and service processes
Open-mindedness, eagerness to learn new technologies, ability to newly acquired knowledge into practice
Exceptional collaborative and communication skills.
Fluent English (spoken and written)
Nice to have:
Understanding of Azure services and products
Knowledge of Data Warehouse, Lakehouse environments
Experience in DevOps approach
Cross-sell and Up-sell experience, or willingness to learn and participate in sales processes
