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IT Service Delivery Manager

2 miesięcy temu

Kraków, Lesser Poland Infotree Global Solutions Pełny etat

At Infotree Global Solutions, we are shaping a world with a significantly reduced number of road accidents, fatalities, and injuries. Our mission is to support engineers building autonomous driving solutions for a safer, greener, and connected world.

About the Role

This role leads a multi-disciplinary team specializing in supporting engineering tools used by over 7000 engineers worldwide. As IT Service Delivery Manager, you will be responsible for managing and leading a team of L1, L2, and L3 support technicians ensuring high-quality service delivery and adherence to SLAs.

Key Responsibilities
  • 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.
Your Background

We seek a seasoned professional with a strong background in IT service management. The ideal candidate will have:

  • A 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.
What We Offer

In return for your expertise, we offer a competitive salary of approximately $120,000 per annum, depending on location and experience. This position comes with a range of benefits, including opportunities for professional growth and development.