Location
Vitoria Gasteiz, Álava | Spain
Job description
Our client, an international IT Company, is looking for an Operations Manager for the TRG team in Vitoria.
What?
- Closely fellow the day-to-day service delivery for the customer, acts as a contact for escalations or problem solving related to the service or/and the team.
- Manage SLA and KPIs for delivered services. Responsible for compliance with Service Level Agreements.
- Create content accurate service reports and management reports. Use all CC tools that are relevant for your role.
- Define and implement service process adjustments in the incident, change, problem and escalation process in close cooperation with Service/Delivery Management.
- Own service review meetings with service management and the customer or ensures regular participation in these meetings.
- Ensure customer satisfaction through effective communication. You will be responsible for tracking all agreements made with Service/Delivery Management and/or customer.
- Support assigned operation coordinators in establishing and defining best practices. Drive team members development activities.
- Develop, document and introduce service agreements with the customer.
- Identify business opportunities with Service/Delivery Management and the customer.
- Support that all billing and invoicing is done on time based and material.
- This position reports to the GOF Director Delivery.
How?
- Deliver service through a high performing team.
- Leadership and performance management of all direct reports.
- Ensure service obligations are met (evidence by hitting SLA targets and good customer feedback).
- Ensure that efficiency and productivity targets are met.
- Ensure that performance statistics and reporting is provided to the customer.
- Ensure and act on an agreed escalation process for service issues.
- Attend regular service reviews held with customers and build strong productive working relationships with them.
- Ensure that service quality measurement is in place.
- Ensure that a continual improvement process is in operation.
- Ensure the promotion of sharing resource and knowledge.
- Effective P&L management - evidenced by achievement or exceeding plans and accurate forecasting.
- Support service and account principal in renewals and extensions management.
Who?
- You are fluent in Spanish and English (German is a plus).
- You show passion for service delivery in a modern industrial environment.
- You have proven work experience in Service Delivery in an international organization.
- You manage and inspire the customer with your proven work experience.
- You have in-depth knowledge of performance metrics (SLA, OLA, etc.).
- You communicate open, transparent “on eye-level” and show a servant leader attitude.
- You demonstrate decision-making skills in an ever-changing environment.
- You are the lighthouse for your team and the customer.
- You have excellent administrative skills and ability to analyses data and produce data driven actions.
- You are willing to occasionally travel within EMEA.
Skills & Behaviours
- Good verbal and written communication skills.
- Good influencing skills.
- Ability to work under pressure / in a pressurised environment.
- Excellent decision making / problem solving skills.
- Professional approach.
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Job tags
Salary
