For the leading European and worldwide manufacturer of ATMs and payment systems, with over 63 years of experience (25 years in Poland) in the industry, we are looking for:

Oferta pracy: Oferta pracy IT Service Manager Software Maintenance and Support Katowice

Formy umowy: Umowa o pracę B2B / Kontrakt

Zakres obowiązków:

  • Business Development role:
    • GC contact for area Sales/Account managers regarding the SW Maintenance and Support offering (cost calculation, processes, supportmodel/delivery)
    • Ensuring the area Sales/Account managers understand (and use) the SW Maintenance and Support corporate guidelines in terms of Support model, Pricing and related contract templates
    • Deliver input in pre-sales/review sessions to ensure M&S offer is a healthy/feasible offer from P&L and delivery perspective. Key points:
      • Cost calculation is based on standard M&S costing model with realistic input/parameters
      • Support model (L1, L2, L3) fits the requirements of the customer
      • SLA proposed can be achieved
      • Agreements regarding transition from project to M&S is in place
    • Act as Escalation manager during critical escalations ensuring progress and clear communications between area/customer, Global/HQ and GC team(s)
    • Responsible for the overall quality of the SW M&S delivery by GC
    • (Monthly) reporting on tickets (received, closed, backlog, time spend etc) vs agreed KPI's towards areas and HQ/Global
    • (Monthly) Management reporting on pre-sales activities, Financials, forecast, operational issues, resourcing, (continuous) improvement plans etc
  • Operational role (in close cooperation with Support team in Wroclaw)
    • Ensuring tickets are solved in compliance with agreed SLA's
    • Managing M&S resources on day-to-day basis ensuring
      • Availability
      • Up-to-date knowledge
      • Quality of delivery
      • Correct booking of hours spend
    • Act as Escalation manager during critical escalations ensuring progress and clear communications between area/customer, HQ and GC team(s)
    • Responsible for the overall quality of the SW M&S delivery by GC
    • (Monthly) reporting on tickets (received, closed, backlog, time spend etc) vs agreed KPI's, towards areas and HQ/Global
  • Ensuring M&S activities is executed according to corporate processes for software deliveries

Oczekiwania:

  • At least 5 years of team management experience in software delivery/software maintenance&support
  • Experience in Pre-Sales/Business Development
  • Project Management experience
  • Experience in working within a Global organization
  • Excellent client facing and internal communication skills
  • Excellent written and verbal communication skills (English)
  • Critical thinking and problem solving skills
  • ITIL V3 Foundation certificate

Firma oferuje:

  • Multicultural work environment
  • Working in a dynamic, global organization
  • International assignments and projects
  • Private medical care with family option
  • Life and accident insurance
  • Multisport (with partner, friend and child option)

Dodatkowe atuty:

  • Technical background (QA/SW Development)
  • Experience in Agile/SCRUM methodology
  • Retail knowledge
  • Additional languages (French / Italian / German / Spanish)
  • A recognised qualification in a project management methodology (e.g. Prince2, PMP, etc.)
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