IT Service Management Professional
3 tygodni temu
As an IT Service Manager at BAT DBS Poland Sp. Z O.o., you will be responsible for leading the End User Services Operations team in the Region. This role involves handling End User Services Operations in the Region according to Service Level Agreements (SLAs), acting as a delegated Service Line Owner, and monitoring and reporting on regional End User Service Operations performance and IDT Services Key Performance Indicators (KPIs).
Responsibilities
• Acting as Regional Service Point of Contact (SPOC) for End Markets, global teams, and partners for any End User Services Operations-related matters
• Handling End User Services Operations in the Region according to SLAs
• Acting as delegated Service Line Owner of the Region for respective service lines within the End User Services Operations, such as Service Desk Operations, Incident & Crisis Management, End User Computing, and Identity and Access Management
• Monitoring and reporting on regional End User Service Operations performance and IDT Services KPIs
• Driving Regional Service Reviews with Business Alignment Team (BAT) and 3rd party suppliers addressing Service Performance and Continual Improvement activities
Requirements
• A minimum of 5 years' proven track record of experience in IT Service Management
• Deep experience with IT Service Management (ITSM) tools for service management, performance monitoring, and reporting
• Practical experience and knowledge of IT Infrastructure Library (ITIL)
• Excellent command in Microsoft Office 365 (O365)
• Ability to learn quickly and to achieve a deep understanding of the underlying technologies of the relevant services
• Good stakeholder management, including customers, senior management, cross-functional teams, and suppliers
• Analytical skills, innovative thinking, and a growth mindset
• Excellent communication, presentation, and facilitation skills in English (both oral and written)
What We Offer
• Market leading annual performance bonus (subject to eligibility)
• Diverse health plans, initiatives for work-life balance, transportation support, and a flexible holiday plan with additional incentives
• Access to online learning platforms and personalized growth programs to nurture your leadership skills
• Opportunities for career progression and continuous improvement within a transformative environment
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