Service Delivery Manager ITSM Lead

3 miesięcy temu

Kraków, Polska Infotree Global Solutions Pełny etat

Reporting to the Director of Global Software Services, the role of the Team Lead – IT Service Delivery Management is responsible for leading a multi-disciplinary team specializing in supporting engineering tools used by over 7000 engineers around the world – who are building autonomous driving solutions for tomorrow safer, green and connected world.

Our mission is to shape a world with a significantly reduced number of road accidents, fatalities, and injuries.
Join us

Your Role:
• Manage and lead a team of L1, L2, and L3 support technicians ensuring high-quality service delivery and adherence to SLAs.
• Develop and implement IT service management strategies, policies, and procedures in collaboration with the service partner to optimize service operations.
• Coordinate with the service partners to ensure effective resource allocation, workload management, and staffing levels to meet service-level targets.
• Monitor and report on key performance indicators (KPIs) related to incident management, problem management, and service desk operations.
• Collaborate with internal stakeholders and the service partner to identify areas for service improvement and implement process enhancements.
• Provide guidance and support, including coaching, training, and performance management.
• Act as the escalation point for major incidents, problems, and customer complaints, ensuring timely resolution and effective communication.
• Conduct regular meetings and performance reviews with the service partner to address issues, track progress, and foster a collaborative working relationship.
• Stay up-to-date with industry trends and best practices in IT service management and leverage that knowledge to drive continuous improvement.

Your Background:

- Bachelor's degree in Computer Science, Information Technology, or a related field.

- Minimum of 7 years of experience in IT service management, with a focus on managing L1 and L2 support teams.

- Strong knowledge of IT service management frameworks such as ITIL, including incident management, problem management, and service desk operations.

- Proven experience in managing service partners or vendors, preferably in a multi-vendor environment.

- Excellent leadership and team management skills, with the ability to motivate and inspire a cross-functional team.

- Strong analytical and problem-solving abilities, with a keen attention to detail.

- Excellent communication and interpersonal skills, with the ability to effectively collaborate with both internal teams and external service partners.

- ITIL certification (e.g., ITIL Foundation) is highly desirable.

- Experience with service management tools and ticketing systems is a plus.

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