IT & E-Commerce
Our client is a global leader company with more of 100 years of experience, which is offering IT infrastructure services in Europe.
As a Service Manager your objective will be to ensure that team capabilities and the operational process are adequate for the Service provision, and that operational service levels are achieved in agreement with customer requirements.
Your main responsibilities:
-To be owner of the service provided to the customer and its quality through the solution lifecycle
-Act as team leader of the customer dedicated technical team.
-Detect and implement capability needs and process adjustments within the customer dedicated technical team.
-Identify and ensure that the customer expectations are met or aligned with the team capabilities
-Establish a relationship with the customer
-Be the single point of contact for formal escalations, Complaints and Compliments, changes in customer strategy, changes in expectations and demands and quality issues
-Measure, monitor and optimize the service performance. Reports will be produced and reviewed along with the customer every month
-Know, understand and work under the industry Best Practices (ITIL)
-Measure and report customer satisfaction and manage capabilities and resources to improve this satisfaction
-Know and understand the customer vital business functions and how NTT service assets underpin these functions
-Make sure that customer business processes and end-to-end services are known and understood within the organization during the solution lifecycle
-Interfacing with the customer at different organization levels (from the management to the technical staff)
-Early detection of capacity and availability risks in conjunction with the technical teams
-Point of hierarchical escalations in 24x7 for major incidents.
We are looking for a person with the following qualifications, experience and skills:
-Significant experience within an IT managed service environment
-ITIL based Service Management in a business to business service environment
-Experience in Hosting and Managed Service Business.
-Experience in Managed Application Business.
-Experience in managing key accounts.
-Working in line with Best Practice in complex environments and within tight time constraints
-Ability to present to all level of clients internally and externally
-Ability to coordinate others and negotiate to achieve the desired results
-Management of effective and timely problem resolution
-Drive and energy to achieve desired results
-Problem-solving, process-oriented and customer-minded.
-Understanding and managing customers expectations
-Ability to adapt and influence in a rapidly changing environment
-Good customer relationship management
-Excellent prioritisation and communication skills
-Ability to develop and build relationships
-Ability to communicate in a clear, concise, understandable manner and listen attentively to other in providing instructions
-Project Management knowledge will be appreciated.
-Candidate must be fluent/native (or equivalent) in English
-Ability to speak Spanish would be a plus
-Strong interpersonal, communication, organisation and follow-through skills
-Availability for travelling to customer meetings.
-Taking part of international project
(+34) 93 231 00 00 (EXT. 169)