Your new company
ComputaCenter - Europe’s leading independent provider of IT infrastructure services located in Poznań.
Your new role
Responsibilities:
- Provide a secondary point of contact for escalations, issues or complaints for a contractual services team;
- Provide a single point of contact for assigned integration activities, or expansion of services;
- Responsible for execution of the Service (continuous) Improvement Plans;
- Support the Team Leaders via coaching and mentoring;
- Support the Team Leaders by setting business objectives and targets Identify and develop talents within the organization;
- Share good practice processes and successes with the operational teams across the centre;
- Management of escalations as per the company escalation matrix;
- Management of Service Desk Forecast against agreed budget;
- Ensure that service delivery is within agreed service scope;
- Responsible for commercial compliance i.e. KPI deliverables;
- Support the Team Leaders in driving Performance Management, Scheduled Adherence & Utilisation;
- Support cost reduction initiatives within the Service Desks.
What you'll need to succeed:
- The ability to demonstrate an in-depth knowledge of all aspects of technical helpdesks/service desks. Experience of leading and managing a customer service function within a large organisation;
- Experience in managing IT Service Desk Client driven SLA’s as well as internal KPI designed to drive productivity and efficiency;
- Previous experience of managing a team of 40+ within a larger staff environment;
- Excellent communication skills at all levels along with building and maintaining relationships at all levels with customers account teams and staff;
- Demonstrate knowledge of people and operational management issues.
What you'll get in return:
- Challenging career in an international organisation which puts a real emphasis on respecting individuals, and building strong, supportive team;
- Competitive benefits package: holiday entitlements, life insurance, medical and a flexible-benefits scheme.
What you need to do now:
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.