Service Delivery Operations Lead

2 tygodni temu


Katowice, Silesia, Polska Experis ManpowerGroup Sp. z o.o. Pełny etat
  • Responsible for the quality of presented reports
  • Responsible for service organization
  • Responsible for service improvement and optimization
  • Taking the role of Problem Coordinator, Major Incident Manager if such problems occur in the service
  • Communication with service leaders (i.e.: Delivery Managers, Delivery Service Managers, Support Lead, Lead Developer)
  • Responsible for the ongoing adaptation processes to Client's needs
  • Extending the cloud size
  • Verification of the cloud technical level
  • Responsible to set the on-call shifts for upcoming holidays
  • Ensuring transfer of knowledge within the team so all team members are able to perform service tasks
  • Ensuring that knowledge is appropriately documented
  • Ensures process adherence in respective area and initiates corrective actions
  • Ensures that tasks performed by the team are in compliance with procedures
  • Responsible for the entire team's performance in order to meet required SLAs and KPIs
  • Ensure high satisfaction level of the stakeholders that we are working to
  • Facilitates regular ORG CCB meetings by providing input and data for decision process
  • Facilitates regular meetings with ORG owners/decision-makers by providing input and data for decision process

Requirements:

  • Demonstrates interpersonal, collaborative and commitment to operational excellence skills
  • English at least at C1 level
  • Experience in managing Salesforce-based services
  • Excellent coordination, organizational and communication skills
  • Proactive approach towards the managed area
  • Able to prepare CSV documentation as per Client's requirements such as DCRs, SRAs
  • Able to drive the internal Platform Projects and act as Project Manager

Offer:

  • 100% remote work (meetings in the Client's Warsaw office might happen from time to time + accidental trips to Germany to the client, like 1-2 per year)
  • B2B via Experis
  • MultiSport Plus
  • Group insurance
  • Medicover
  • E-learning platform

Opis Firmy

Client Experience / Digital Project Manager

EMEA-PL-Project Manager - Non-Technical - Senior

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