We are looking for a Service Manager that is able to tackle the backlog of several projects and provide an effective and high-quality customer experience.
WHAT YOU'LL DO
You?ll be responsible for services delivered within a Service Desk backlog to several customers;
Work with the Service Delivery Manager to gain understanding of the client, the contract, the business context and the priorities of the account;
Orchestrate end to end services for his backlog, and for all other backlogs needed to deliver his service;
Create strong cooperation with all stakeholders to ensure that customer is operating using standard methods and tools;
For all significant changes and implementations drive the completion of the service acceptance, technical assurance and handover processes;
Responsible for the Account operations, service processes usage, capacity planning & business backlog of the projects you?re responsible for;
Provide guidance to the service team regarding investigation and solving customers' problems;
Handle customer queries or any incidents that have been escalated;
Review and sharing incident reports
Help improving customer service procedures, policies and standards for your organization or department;
Provide training to external stakeholders in operational tools (e.g. content management, order management), in order to enable their ability to be self-sufficient;
Proactively keep a roadmap of technical preventive initiatives that aim to reduce recurrent / typical incidents;
Communicate changes in products to multiple stakeholders;
Support the continuous improvement program of customer service;
Support digital marketing initiatives.
WHO YOU AREYou have a degree in Information Systems or related field;
5+ years of proven experience in the IT engineering field or IT service management;
Experienced in managing teams towards product delivery in a complex and multi-cultural environment and in delivering Front Office/ Web consumer products in large scale e-commerce players;
Knowledgeable and experienced in Product/Software development, with solid understanding of all different phases, from inception all the way through implementation and continuous improvement;
Able to easily build relationships with the different players of the organization, at different levels (from C-level to engineer);
Able to multitask without losing focus on the most important/urgent tasks.
With hands-on attitude is a must.
Very good communicator, allowing you to inform, help and advice customers clearly and to liaise effectively with other roles (such as client project managers, delivery managers, ecommerce managers);
Confidence, patient, polite, with tact and diplomate, when dealing with difficult situations;
With deep understanding of agile methodologies and commitment to agile principles;
Fluent in English and other languages is a plus;
Knowledgeable in IT service management frameworks (such as ITIL).