Deputy Local Bridgehead

Overview:
Responsible for the SLA / KPI achievement for the respective sites and reports these to the Regional or or Cluster Bridge Head / Service Bridge Head (NSC Global) or local Client-representative responsible (PdO, Operations Manager)

**Responsibilities**:

- Ensures the service for the respective location, as per contract;
- Editing / creation of Jira user stories / epics according to BMW process;
- Editing / creation of changes according to BMW process and representation in local CAB committees;
- First escalation instance regarding ticket processing;
- Coordinates service delivery with remote team;
- Monitoring of backlog tickets;
- Identifying accumulations of service incidents and submitting them to the Regional Bridge Head & appropriate Service Bridge Head;
- Forwards solutions / optimizations to the cross-functional units.

**Controls / coordinates all proactive issues in the field service environment**
- Coordination of rollouts, security patches, rollovers and coordination of the topics with the specialist departments;
- Defines, clarifies and ensures number/availability of replacement devices;
- Makes operational agreements with business units (e.g., number of SWAP devices) and complies with them.

**Controls local technicians and is the local disciplinary leader**
- Acts as the local disciplinary leader within the scope of the AÜG;
- Ensures employees are able to work (e.g., access, work equipment, ADGR management);
- Is responsible for the external representation of employees;
- Performs employee scheduling;
- Temporarily assigns employees to other locations;
- Responsible for compliance with local site regulations (e.g., security briefing and privacy policy per location).

**Is the local representative of the Workspace domain for endpoint issues**
- Represents the Workspace domain in operational meetings with business units (e.g., coordinating PU/remodel activities, relocations);
- Takes requirements and coordinates them with the appropriate recipients;
- Performs communication of field service issues to functional areas;
- Prepares and maintains list of local contacts in the business departments.