Praca praca Gdańsk Service Delivery Manager
Nazwa firmy Hays Office
Stanowisko Service Delivery Manager
Kategoria Obsługa klienta/Call Center
Lokalizacja Gdańsk
Termin ważności: 2020-01-07

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Oferta pracy Service Delivery Manager

Service Delivery Manager
NR REF.: 1129397

Your new company
You will join Ricoh Business Services, a global technology company that has been transforming the way people work for more than 80 years.

Your new role
The person we find should be someone who is able to develop relationships with the Operating Companies and aligning internal service provision to customer needs.

More importantly you will be responsible for:

  • Customer and Client relationship management, act as an intermediary between customers and the operational teams to ensure consensus is attained from both parties where matters arise
  • Effective service delivery
  • Manage stakeholders by coordinating service escalations
  • Negotiate and implement activities required to fulfil and service all customer arrangements
  • Manage customer expectations, advocate on behalf of the service organisation and communicate to operational teams
  • Incident Management
  • Maintain effective relationships with the operational teams to deliver of high performance standards
  • Project Management
  • Service Performance Reporting and SLA's monitoring
  • Facilitate the process of service trend analysis based on customer feedback. This includes the conducting of trend analysis, reviewing reports and interpreting results
  • Change Request Management
  • Governance and Compliance

Key Performance Measure on this position are:

  • Manage escalations between the OpCos and RSS/RBS;
  • Improve reporting and communication;
  • Achieve projects goals and targets in a timeliness fashion;
  • Leading improvements projects with partially dedicated participant
  • Others to be determined as RSS

What you'll need to succeed

In order to be successful in this position you need to have minimum of 5 years' work experience in multinational and fast paced organisation and university degree in finance/ business administration or equivalent. You must have a strong customer focus, change management capabilities and be able to prioritise and make decisions. We are looking for an effective and confident communicator, who is able to motivate and generate enthusiasm throughout the organisation. Coordination skills are required as well as excellent interpersonal, relationship building, negotiation and influencing skills with ability to communicate at all levels through an organisation. Highly numerate & strong analytical skills are essential. Experience in Service Management in an ITIL or ISO20001 environment will be highly appreciated.

What you'll get in return
You will be working in the inspiring environment among ambitious people in the tallest building in GdaA,,sk, located within Olivia Business Center complex. You will be provided with benefits such as private medical healthcare with Luxmed, Multisport Card as well as life insurance. Moreover, you will have a flexible working hours and home office opportunity. Ricoh can also support external training, further education or provide you with an access to e-learning platform.

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.
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