About the job
As a Service Delivery and Project Manager for IT Support Services, you oversee the 1st level support services (IT Service Desk, Self-Service) delivered from one of our providers. You are responsible for ensuring the delivery of high-quality support services to our internal user, aligning with our IT product team, and driving continuous improvement initiatives to enhance service delivery efficiency and effectiveness. Additionally, you manage projects within that scope, ensuring that budgets, timelines, and activities meet the agreed-upon targets.
Responsibilities And Tasks
- Oversee the daily operations of our IT 1st level support service provider and all activities around Self-Service (Knowledge management, Chatbot, Automation) and proactive support.
- Collaborate with your Germany based team, international management and team leads to drive all governance tasks, including the handover of new tasks, identifying gaps in knowledge or capacity, and driving continuous development.
- Implement and review quality assurance measures and drive continuous improvement activities to optimize processes, enhance efficiency, and improve end-user satisfaction.
- Build and maintain strong relationships with all internal stakeholders and proactively identify needs and opportunities for service enhancements.
- Align with support process owners and managers to review and improve the overall support service process and interfaces between support teams.
- Strive to achieve a higher level of self-service and automation, ensuring that a general shift-left process for support activities is actively followed.
- Project Management for IT Support Services projects, including risk management, assuring resource and budget targets are met, stakeholder communication and documentation and reporting.
Requirements And Qualifications
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. Master's degree preferred.
- Proven experience of at least 3-6 years in a similar role managing IT Service Desk or support services
- Excellent communication and interpersonal skills with the ability to effectively interact with stakeholders and team members at all levels.
- Solid understanding of ITIL framework and best practices in IT service management.
- Demonstrated ability to drive continuous improvement initiatives and implement process optimizations.
- Strong analytical and problem-solving skills with a focus on delivering innovative solutions to complex technical challenges.
- Certification in IT service management (e.g., ITIL, PMP) is highly desirable.
- Experience in a Service Management tool like JIRA or ServiceNow.You show great communication and organization skills.
