EUC Service Delivery Manager | Tornesch, Germany
Location
Tornesch | Germany
Job description
Role definition
You will work as a Regional Service Deliver Manager and will have technical understanding on End User Computing (primarily AD, O365, SCCM/ Tanium) Network and Security Technologies.
Your role and responsibilities
- You will manage the priority tasks, escalations, Continuous Service Improvements, Service Level Management, KPIs, Value Add and Customer Satisfaction.
- Will be required to manage regular and Ad-hoc reports about their IT Infrastructure
- Establish Customer and vendor engagement avenues and drive review calls
- Should be able to drive transformation assignments.
- Manage the Hybrid Team (comprising of company offshore team and existing customer’s IT team), and ensure conflict resolutions among different teams.
- Ensure the local laws or rules are implemented and considered for any central initiatives.
- Manage the customer’s IT Teams and vendors who are currently supporting their respective sites
- Ensure new initiatives are implemented. Evaluating the stability of the customer's technology and IT support, identifying risks to the business related to technology issues.
- Ensure the IT Infrastructure inventory of their respective sites are always up to date and available on demand.
- Take judgements to ensure there are zero or minimal disruptions to services and HT users are happy with IT support
- Will be the first point of escalations for any IT related issues for their respective sites
Your experience and qualifications
- Strong Knowledge of ITIL processes (IM, CM, PM and SRs)
- Hands on with CMDB / asset management and onboarding and offboarding process.
- Experience on driving migration assignments with EOL / EOS devices.
- Proven experience on driving service improvement plans within Operations.
Requirements
Language : English and German (B2 or C1 is Mandate)
Job tags
Salary
