Senior Service Manager

TasksLead 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.RequirementsRequirements:Excellent communication skills including high-level fluent EnglishMultinational 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.Experience managing and operating IT infrastructure, including servers, networks, and applications.#J-18808-Ljbffr