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Operations Manager

Lugera & Maklér spol. s r.o.

Ponuka práce Košice

Práca v regióne

Ponuka práce Oblastný vedúci predaja

Práca na pozícii

Náplň práce

  • This is a key role to manage daily operations of Service Desk. This will be a key role within the Operations Management team supporting all areas of Incident, Change and Problem management.
  • Responsibilities and Duties:
  • Managing the operational aspects of the Support centre
  • Acting as Operations / Service Manager for various key accounts
  • Identifying missing processes and using experience to develop and implement those
  • processes.
  • Driving centre behaviours and performance by developing the personnel in the
  • centre.
  • Developing and managing shift patterns and providing overall management to ensure
  • coverage is maintained 24/7/365 and always delivers against commitments.
  • Managing key aspects of service, to ensure SLA’s, KPI’s, CSL’s are managed & monitored
  • effectively
  • Identifying and establishing key measurement steps for aspects of the UCC (Unified
  • Communication and Collaboration) Service if not already identified
  • Ensuring reporting and analysis of trends is carried out regularly to determine performance
  • and improvement areas
  • Initiating Improvement projects for the service and formulating teams / delivery targets
  • Managing agreed reporting requirements and ensuring they are delivered regularly and on
  • time
  • Escalation point for incidents, situations and problems
  • Representing on support escalations
  • Carrying out regular service reviews with customer for areas being managed by the Service
  • Manager
  • Carrying out key supplier reviews
  • Generally responsible for Customer relationship management on a regular formal basis and
  • informal basis
  • Responsible for maintaining and hosting regular internal supplier reviews; help desks,
  • resolver groups etc..
  • Responsible for maintaining key Comms Materials
  • Responsible for maintaining key aspects of the service catalogue
  • Responsible for input into Service Asset and Configuration management elements

Požiadavky na zamestnanca

  • Work experience in an existing Operational / Service management role in a senior capacity
  • Understand Unified Communications and VoIP technologies
  • Have knowledge and practical experience of working with telecommunications carriers
  • Good knowledge of the Telecommunication market
  • Candidate must demonstrate ability to deliver outstanding service in a pressure environment
  • Ideally ITIL qualifies, or at least understands the purpose and application of ITIL in the IT
  • function.
  • Excellent interpersonal skills, including effective verbal and written communication in English,
  • and strong influencing and networking skills. They must feel comfortable with discussing all areas of IT with different levels of seniority and converse clearly with all levels of IT competent users.
  • Positive attitude towards customer service and demonstrate clear business focus and desire to work
  • Strong teamwork skills and able to work under own initiative when required
  • Demonstrates tenacity and resolve in pursuing critical outcomes
  • Can do attitude, focused on meeting deadlines and on high quality deliverables
  • Flexible approach to working hours and travel
  • Strong stakeholder management skills and experience working with third party suppliers to deliver products or services

Výhody a ďalšie informácie

    Ďalšie informácie o pracovnej pozícii

    Pracovný pomer: Hlavný pracovný pomer
    Druh mzdy: Iná / dohodou
    Ponuka uverejnená dňa: 28.08.2019
    ID ponuky práce: 585926

    Lugera & Maklér spol. s r.o.

    Jilemnického 3, 911 01 Trenčín
    Štúrova 27, 040 01 Košice
    Mlynské Nivy 49, 821 09 Bratislava
    Štúrova 22, 949 01 Nitra

    Michal Kónya
    michal.konya@lugera.com
    +421 915 495 709

    O spoločnosti Lugera & Maklér spol. s r.o.

    Lugera & Makler is the leading recruitment firm in Slovakia offering interested candidates a wide variety of challenging job opportunities on a constant base. Our customers are most of the leading companies in Slovakia (multi nationals as well as national companies) offering you new career perspectives. If you are ready for a move, than please act now. Because action is what unites every great success...

    Lugera & Maklér spol. s r.o.

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