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Urgent! Service Delivery Manager Local Operations Job Opening In Kraków – Now Hiring Stefanini

Service Delivery Manager Local Operations



Job description

Responsibilities:

  • Monitor and manage desktop support, to ensure service performance meets customer expectations;
  • Act as Single Point of Contact (SPOC) for the client;
  • Own and grow your designated account and lead by example;
  • Provide leadership, direction, and coach/mentor team;
  • Manage the on-site services according to the scope work and changes of scope;
  • Ensure that systems, procedures, and methodologies are in place to support the expected delivery of agreed services;
  • Ensure that best business practices are implemented;
  • Identify service improvements opportunities and ensure implementation of actions that lead to service optimizations;
  • Ensure the assets in scope for the on-site teams are accurately tracked and registered in the asset management database;
  • Ensure the local stocks under the responsibility of the on-site teams is kept tidy, the assets are tracked, and stock levels are optimal;
  • Ensure the PC lifecycle is managed according to agreed client expectations;
  • Take ownership of customer complaints related to local support and ensure corrections actions are implemented;
  • Assist with new launches or new services with client;
  • Responsible for the invoicing of services and ensure financial performance targets are met;
  • Ensure that project and ad hoc activities are charged to the client either as part of the on-going contract or through a change request form;
  • Evaluate, classify, and determine impact of change requests;
  • Develop service dashboards, weekly and monthly reports and ensure data analysis that result into actionable outcomes;
  • Facilitate and lead weekly/monthly and quarterly service reviews with your team and client;
  • Provide to management regular reports on service performance;
  • Innovate and propose new improvement ideas;
  • Represent your region in the Quarterly Business Reviews;
  • Own the local onboarding of the local workforce.
  • Job Requirements
  • Minimum of 2-3 years' experience working in an IT management role;
  • Strong understanding of IT service delivery processes;
  • Ability to thrive under pressure, possessing excellent leadership skills, and being adaptable to the complexities of working in a dynamic, multi-national environment;
  • Proven experience of local IT support and a good understanding of Local Operations division;
  • Excellent organization and communication skills, flexibility, good time management and ability to follow processes and procedures;
  • Good knowledge of hardware, software and infrastructure technologies;
  • Experience with managing physical and virtual teams;
  • Excellent customer facing skills.
  • Languages: Proficient in Polish and English
  • The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification.

    It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.What's next:Diversity & InclusionHere at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality.

    We understand and encourage the importance of being you!About usWe are a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing.

    We have a direct presence in 41 countries, through our 70 offices located throughout the world.

    We have managed to become the preferred partner of many small-to-midsize local and regional companies as well.

    Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities.


    Required Skill Profession

    Operations Specialties Managers



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      Unlock Your Service Delivery Potential: Insight & Career Growth Guide


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      Stefanini interview tips for Service Delivery Manager Local Operations

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