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IT Service Delivery Manager

hace 2 meses

Madrid Centro, Madrid, España Sin nombre A tiempo completo
Job Summary

Sin nombre is seeking a highly skilled and experienced Sap Tower Manager to join our Operations team. As a key member of our team, you will be responsible for providing technical support and ensuring the smooth operation of our IT services.

Key Responsibilities
  1. Technical Expertise: You will work closely with our team to identify and resolve technical issues, providing expert advice and guidance to ensure the delivery of high-quality IT services.
  2. Scheduling and Automation: You will be responsible for ensuring that workloads are managed effectively, using automation to reduce the risk of errors and escalating issues as necessary to meet service level agreements.
  3. Process and Procedure: You will demonstrate a clear understanding of technical support processes, utilizing your technical knowledge to verify, validate, and document customer requirements and changes to those requirements in a controlled manner.
  4. Problem Solving: You will deal with complex problems escalated by other team members, taking ownership of listening to and understanding the issues and escalating and/or gaining support where necessary to resolve the problem.
  5. Team Collaboration: You will provide assistance and advice to other team members, identifying and helping to address training needs and training and coaching less experienced employees.
  6. Service Delivery: You will recognize opportunities to improve performance against service level agreements, acting as a point of escalation to resolve service delivery issues and striving to exceed customer expectations.
  7. Customer Relationships: You will establish working relationships with customers to deliver and enhance the service, understanding their technical requirements and responsible for the successful delivery of all technical support activities within agreed service levels.
  8. Business Awareness: You will maintain awareness of technical and service developments, taking the initiative to extend your knowledge to learn about products, technologies, and techniques to deliver enhanced service.
Requirements
  1. Meet and improve service level requirements.
  2. Successful management of escalations in a timely manner.
  3. Feedback from key stakeholders and team.
  4. Errors with workarounds or fixes provided in a timely manner.
  5. Up-to-date personal learning plan available.
  6. Correct evaluation, understanding, and documentation of customer requirements.
  7. Successful management and implementation of changes.
  8. Performance of the individual against service level agreement or timely escalation of any customer omissions or errors.
  9. Effective communication and contribution to team discussions.
  10. Health and safety standards met.
  11. Standards maintained for information security.