Description
I have a Job opportunity for "On Site Support Manager " based in Espoo, Finland location. If you are interested please send your Updated CV in Word format and fill the below details. You can also refer to your friends/Colleagues.
Role: " On Site Support Manager "
Duration: 5 Months
Location: Espoo, Finland
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Job Description for the Position:
Primary responsibilities are:
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Service provision and resourcing based on SLA's, Assets, Call Volumes, Site criticality and customer requirements.
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Analyzing, reporting and upholding of required SLA's, KPI's, Service Credit Penalties.
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Total understanding of Statement of Work Documents outlining Service Requirements towards and also those that are shared with our partners outlining the FSO support requirements.
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Solution optimization while already in Business As Usual stage.
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Time to time attend Customer agreed locations to observe the ongoing work, the actual processes, ensuring that the global processes are being followed, to collect employee, third party and customer feedback.
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Understand and create new process documents related to the services in scope.
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Cooperate on a daily basis with other tracks and with other vendors of the Customer to ensure total compliance with contractual obligations and also to ensure (and exceed) Customer expectations.
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Manage Risks, Issues and action logs and obtain customer sign offs.
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Plan Resource Plans, Shift Plans, On-Call Duty Ring Rosters, Training Plans etc.
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Work closely with our Third Party Partner Network and manage service provided and relationships.
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Understanding of Desk side Support Management duties and process
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Strong understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management and processes within ITIL.
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Strong Customer Relationship Management
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Strong Vendor Relationship Management
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Project Management of the relevant work stream
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Strong understanding and skills in SLA, KPI Management
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Review with the Delivery Managers
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Periodic reviews with Customer and Vendors
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MIS and Reporting
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Ensure Management of Full Time or Dispatch Engineers at various locations in the region via documented process to our Delivery and Partners.
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Should have knowledge on Service Desk operation and tools
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Understand Service Desk Ticket concepts in Categorization, Priorities, Work Flows for all different types of calls such as Break-Fix, IMAC, Service Request, Problem, Change Management etc.
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Should have relevant technical knowledge, connected to the in-scope tasks
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Should have knowledge and experience on partner management and relationship handling
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Taking ownership of issues through to resolution on all appropriate requests.
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This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.
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Good understanding of End User Computing IT infrastructure Devices to enable understanding of process and requirements - Desktops, Laptops, Printers, Handhelds, Smartphone etc.
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Good understanding of skills in Microsoft Windows desktop operating systems and business productivity applications ie Office to enable understanding of process and requirements when assessing and collecting process requirements and relaying them.
Skills, Experience and Qualification Required for the Position:
Minimum Qualifications:
- 5+ years' experience in managing multinational and multi-site (preferably across multiple regions) teams in an IT Operations environment, while maintaining SLAs and using an ITSM tool.
- 3+ years' experience in desk-side support/on-site support/field services/break-fix type of work, preferably at least as a shift lead/team lead.
- 2+ years' experience in a customer-facing IT-related role.
- Good understanding of On-Site Support, Service Desk and other IT Infrastructure Management-related tracks: understanding common scope elements, SLAs and cooperation among these teams.
- Demonstrable experience in presenting ideas/solutions to different levels of audiences.
- Some Vendor Management experience is required.
- Good ITIL knowledge is mandatory, certification would be preferred.
- Business-fluent English. Other European languages are advantageous but not required.
- Should have very strong written and oral communication skills
- Flexibility with respect to time - client deliverables need to be met with a Can do attitude
- Excellent problem solving/quantitative/analytical skills
- Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
- Experience of managing and leading a geographically and culturally diverse team.
- Experience in creating reports based on internal and customer requirements.