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Service Manager
3 semanas atrás
Boost IT is made up of people who are motivated to improve the world and who are passionate about technology. Our vision focuses on the skill to bring people together around complex problem solving for our clients, creating sophisticated solutions.
People are our most important asset and the reason for our business. We are proud of our strong culture, that challenges the status quo and always searches for the best solution for our clients.We believe technology can lead to a positive change in society, connect and inspire and, ultimately, lead to a better future.
BOOST IT. DOING IT. BETTER
Tasks
The Service Manager plays a critical role in bridging our technical teams — including Service Desk, Onsite Support, Infrastructure, and Software Development — with both internal and external clients.
This position demands a strategic thinker who excels in major incident management, ensuring that every service hiccup is addressed with precision and agility.
You will orchestrate the seamless operation of our IT service delivery, optimizing every interaction to exceed customer expectations and enhance satisfaction.
Your remit extends across the coordination of diverse technical units, guiding them to work in concert and deliver unparalleled service solutions.
**Key Focus Areas**:
- Major Incident Management and Resolution: Spearhead the management of significant service incidents, ensuring rapid and effective resolution in line with stringent SLAs.
- Cross-functional Team Leadership: Act as the linchpin between Service Desk, Onsite Support, Infrastructure, and Software Development teams to foster a cohesive service delivery mechanism.
- Stakeholder Management: Excel in managing relationships across a spectrum of stakeholders, understanding their needs, and aligning our services to meet these expectations.
**Responsibilities**:
- Lead and Refine Service Delivery Processes: Oversee the end-to-end service delivery, ensuring that all technical teams collaborate effectively to meet and exceed client expectations.
- Champion of Continuous Improvement: Identify and implement continuous improvement initiatives within the IT service management framework to enhance efficiency and service quality.
- Customer Satisfaction and Relationship Management: Build and maintain strong relationships with clients, acting as the primary point of contact for escalated service issues, and ensuring client needs are met with consideration and tact.
- Agile and ITIL Expertise: Utilize your deep understanding of both Agile and ITIL frameworks to navigate and integrate best practices into our service delivery, ensuring a flexible yet structured approach to managing IT services.
**Requirements**:
We are seeking a Service Manager with a unique blend of technical expertise and leadership prowess.
You are adept at navigating the complexities of IT service delivery, leveraging your knowledge of ITIL and Agile methodologies to drive operational excellence.
- Excellent communication skills including high level fluent English
- Multinational Team Leadership: Proven ability to work effectively across multinational teams, fostering collaboration and unity among diverse groups.
- Advanced Stakeholder Management Skills: Demonstrated success in managing complex stakeholder relationships, both internal and external, with a knack for balancing competing interests.
- Technical Savvy: Solid background in overseeing the delivery of IT services, including direct experience in major incident management and the integration of IT service automation tools.
- Agile and ITIL Proficiency: Strong command over Agile methodologies and ITIL practices, with the ability to implement these frameworks to streamline processes and enhance service delivery.
**Nice To have**:
- Experience with Jira, Confluence, Miro and collaborative tools
- Technical Degree in Computer Science, Engineering or equivalent
