Zalando GmbH
Location
Ansbach | Germany
Job description
At Tradebyte you work hand in hand with the biggest players in e-commerce – from hip fashion brands to big online shops. We offer you an open work structure and an incomparable team spirit. We believe that work and passion are compatible and for that we offer the appropriate surroundings. With continuous growth, we are looking for new colleagues who share our passion for work. Love what you do – do what you love. Become part of Tradebyte, an independent company within the Zalando Group!
Proven experience in service management with knowledge of ITSM/Service tools.
In depth understanding of service management principles, frameworks and best practices to ensure the efficient and effective delivery of services. This includes Incident management, Problem Management, Change Management, and Service Level Management.
Expected to form part of the Out of Hours on call support on a rota basis.
ITIL v4 Foundation qualification is essential.
Strong communication, influencing and negotiation skills.
Great team player and an aptitude for problem solving.
Ability to inspire collaboration and teamwork.
Possess a continuous improvement mindset to proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery.
Ability to clearly articulate technical and non-technical messaging to stakeholders.
Experience within an ITIL operations environment is essential.
Experience in implementing best practices, governance, and process improvements.
Experience in customer relationship management, with strong stakeholder and escalation management skills.
Background in delivering services to Enterprise customers within an e-commerce and SaaS environment would also be desirable.
Willing to travel internationally.
Fluent in English; German language skills are an additional advantage
E nsure robust and effective customer management by developing strategic and operational relationships to enable teams to have the visibility and accountability for delivering against OLA and contractual SLA targets
Drive standardisation of service quality and processes across teams, ensuring a consistently high level of service is available both internally and externally
Act as Major Incident Manager for critical incidents, coordinating and monitoring incident resolution activity and managing communications within the business and our customers by ensuring Incident Management processes are followed
Accountable for Post Incident Reviews ensuring lessons learned are documented with actions and Root Cause Analysis is conducted and shared as appropriate for each customer
Manage service delivery performance, quality, and compliance, reporting on service management outcomes and metrics
Accountable for ensuring common understanding of incident impact and urgency, adhering to appropriate priority levels
Monitor our service KPIs proactively to track operational performance and cost, and identify any service risks, recurring issues, trends and specific problem tickets to drive Problem Management and CI activity
Contribute to the service management strategy and drive optimisation and improvements
Conduct effective and regular service reviews with internal stakeholders and strategic customers
Practice ITIL standards and best practice by promoting awareness and obtaining accreditations both personally and throughout the business
You’ll play a decisive role in shaping an agile, fast-growing, international company and be supported by an open-minded working environment
Competitive salary package, employee share shop, 40% Zalando shopping discount (30% Zalando Lounge)
You’ll be given various learning and development opportunities to enhance your professional development
Flexible working hours, home office options
25 vacation days per year that increase up to 30 days, volunteering time off and several sabbatical options
We’ll help you commute to the office with zero emissions: through a rented company bike
Access to additional German or English classes to improve your language skills
A variety of health offers to support your well-being, as well as free beverages and fruits
Open plan offices within the heart of Montpellier, Cheltenham with free parking
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