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Service Delivery Manager

Eingestellt von First Point Group - London

Gesuchte Skills: Support, Java, Client, Network

Projektbeschreibung

KEY RESPONSIBILITIES:

- Acting as an Incident manager in case of Emergency from the customer, including responsibility for customer communication and status reporting both internally and to customer Coordination of troubleshooting.
- Follow-up on tasks in order to make sure that we close tickets in a timely manner.
- Report to Head of Operations Assurance on possible learnings/improvements.

ROLE REQUIREMENTS:

- The SDM shall take ownership of the customer relationship responsible for ensuring the correct and proper delivery of Customer Support services as specified in the contracted support agreements with Clients customers.
- The SDM is always responsible for the complete delivery of Customer Support Services for the specified customer(s) including, but not restricted to, SWS, HWS, Proactive Support, SUM, Event Support etc...
- The SDM must be an employee of the client and is responsible for the financial & commercial performance of delivered customer support services.
- The SDM is accountable for setting up and meeting contractual budget whilst delivering Service Level Agreement (SLA) fulfilment and customer satisfaction.
- The SDM will manage the contractual requirements towards the own local Customer Support organization and work closely with the Competence Centre's, Tier1 and Tier2 in this function.

TECHNICAL SKILLS:

(a mix of the below, we are ready to review profiles that have slight deviations):

- Advanced Bash Scripting skills
- Basic Java skills
- Knowledge about how a Unix/Linux system works
- Good knowledge in at least one database system

SOFT SKILLS:

- A generalist personality, rather than a specialist.
- An extrovert mind-set, rather than introvert.
- Enough experience, self-confidence and analytics skills to be able to operate on what appears to be "gut-feeling".
- Ability to "lay the whole puzzle" from only one piece, by actively seeking information from customer, architects, colleagues, Google and so on.
- The ability to properly document things in a structured way, so that the business is scalable and sustainable.
- An attitude that nothing is impossible - it just a question of time, money and resources. Never say "no" - just raise the price until the buyer loses interest (or actually decides to buy anyway)
- A totally holistic view - what impacts what, and what consequence might a certain action have.
- An ability to always assume that people are kind and wants to do good, but sometimes make mistakes. Question everything, but in the humblest possible way.
- Stress resistance. In case of emergency, take a deep breath, make a plan, allocate resources, communicate, act and communicate again. Preferably in that order.
- The insight that all manual processes are error-prone. Automate as much as possible, otherwise people will get bored and mistakes will happen.
- Ability to "weigh" man-hours vs 3PP cost vs quality vs reputation and so on, in order to focus on the right thing.
- Ability to "lead by example", by handling a few incidents, writing a few scripts, filing a few internal bug reports or improvement requests every now and then.
- Good people skills. How do you get others to work towards the same goal, without them realizing it was you who made them do it.

KEY WORDS: INCIDENT MANAGER, PROBLEM MANAGER, SERVICE DELIVERY MANAGER, SDM, DELIVERY MANAGER, DM, MOTOR, MOTOR CONNECTION, NETWORK, IT, INFRASTRUCTURE

Projektdetails

  • Einsatzort:

    Schweden

  • Projektbeginn:

    asap

  • Projektdauer:

    3 months +

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

First Point Group - London