Operations Manager (Ref. č.: PR/021781)

08.08.2020 Lugera & Maklér spol. s r.o. Agentúra je členom Asociácie personálnych agentúr Slovenska  
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Miesto práce: Košice
Typ pracovnej ponuky: Vrcholový manažment; IT produktový manažér
Ponúkaný plat (základná mzda): from 2000 € gross/monthly - minimum salary (based on experience and skills)
Termín nástupu do práce: ASAP
Druh pracovného pomeru: hlavný
Počet voľných miest: 1

Informácie o pracovnom mieste

Náplň práce, informácie o pracovnom mieste:

* This is a key role to manage daily operations of Service Desk. This will be a key role within the Operations Management team supporting all areas of Incident, Change and Problem management.
* Responsibilities and Duties:
* - Managing the operational aspects of the Support centre
* - Acting as Operations / Service Manager for various key accounts
* - Identifying missing processes and using experience to develop and implement those
* processes.
* - Driving centre behaviours and performance by developing the personnel in the
* centre.
* - Developing and managing shift patterns and providing overall management to ensure
* coverage is maintained 24/7/365 and always delivers against commitments.
* - Managing key aspects of service, to ensure SLA’s, KPI’s, CSL’s are managed & monitored
* effectively
* - Identifying and establishing key measurement steps for aspects of the UCC (Unified
* Communication and Collaboration) Service if not already identified
* - Ensuring reporting and analysis of trends is carried out regularly to determine performance
* and improvement areas
* - Initiating Improvement projects for the service and formulating teams / delivery targets
* - Managing agreed reporting requirements and ensuring they are delivered regularly and on
* time
* - Escalation point for incidents, situations and problems
* - Representing on support escalations
* - Carrying out regular service reviews with customer for areas being managed by the Service
* Manager
* - Carrying out key supplier reviews
* - Generally responsible for Customer relationship management on a regular formal basis and
* informal basis
* - Responsible for maintaining and hosting regular internal supplier reviews; help desks,
* resolver groups etc..
* - Responsible for maintaining key Comms Materials
* - Responsible for maintaining key aspects of the service catalogue
* - Responsible for input into Service Asset and Configuration management elements

Požiadavky na zamestnanca

Minimálne požadované vzdelanie: vysokoškolské II. stupňa
Jazykové znalosti: Anglický jazyk (pokročilý - C1)
Vhodné pre absolventov: Nie

Všeobecne požadované znalosti:

- Work experience in an existing Operational / Service management role in a senior capacity
- Understand Unified Communications and VoIP technologies
- Have knowledge and practical experience of working with telecommunications carriers
- Good knowledge of the Telecommunication market
- Candidate must demonstrate ability to deliver outstanding service in a pressure environment
- Ideally ITIL qualifies, or at least understands the purpose and application of ITIL in the IT function.
- Excellent interpersonal skills, including effective verbal and written communication in English, and strong influencing and networking skills. They must feel comfortable with discussing all areas of IT with different levels of seniority and converse clearly with all levels of IT competent users.
- Positive attitude towards customer service and demonstrate clear business focus and desire to work
- Strong teamwork skills and able to work under own initiative when required
- Demonstrates tenacity and resolve in pursuing critical outcomes
- Can do attitude, focused on meeting deadlines and on high quality deliverables
- Flexible approach to working hours and travel
- Strong stakeholder management skills and experience working with third party suppliers to deliver products or services