Kierownik ds. usług IT

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
• Service Desk experience in a large company

100% REMOTE