IT Service Delivery Specialist

vor 1 Monat

Heidelberg, Baden-Württemberg, Deutschland BorgWarner Vollzeit

Key Responsibilities

  • Ensure seamless IT service delivery across locations for infrastructure services, fostering a culture of excellence and customer satisfaction.
  • Support local production/manufacturing connectivity, acting as a liaison between teams to drive project success.
  • Collaborate with the European Data Center Team to support ongoing projects, leveraging technical expertise to drive results.
  • Focus on IT support, driving restructuring plans and ensuring a strong service delivery framework.
  • Contribute to distributed service teams, taking ownership of specific service teams and driving service excellence.
  • Build IT service relationships with customers, ensuring quality services are performed to agreed SLAs.
  • Support the implementation and provision of services, ensuring systems, processes, and methodologies are followed.
  • Provide 2nd and 3rd Level Operations for Client, Mobile, Security, Web, and Network related services.
  • Independently troubleshoot and problem-solve, sharing best practices to drive service improvement.
  • Work collaboratively with the global team to enhance infrastructure services, driving innovation and excellence.
  • Coordinate and escalate operational issues and solution proposals to Management, ensuring effective issue resolution.
  • Build strong IT service relationships with customers across levels, driving professional reputation and customer satisfaction.
  • Drive strong morale and team spirit within the team, fostering wins and successes through results.
  • Understand Incident, Problem, and Change Management Principles, applying them to drive service excellence.

Education/Experience:

  • 5 years of experience in Information Technology, with a strong focus on service delivery.
  • 2-3 years of experience in a Client Service Team, driving service excellence and customer satisfaction.
  • 2nd and 3rd Level support experience in multi-language environments, with a strong focus on technical troubleshooting.
  • Experience in technical troubleshooting (layer 7-4), with a strong focus on problem-solving and service improvement.
  • Support coordination across 1st – 2nd – 3rd level teams, driving effective issue resolution.
  • Experience in Service Management (Service NOW as preference) and/or ITIL Principles, applying them to drive service excellence.
  • Experience in interacting with (Senior) Management, driving effective communication and issue resolution.
  • Experience in Client/Server Infrastructures, with a strong focus on service delivery and customer satisfaction.
  • Experience in Microsoft Office Applications, with a strong focus on productivity and service delivery.
  • Technical and innovation affinity, with a strong focus on driving service excellence and customer satisfaction.
  • Experience with Apple IOS, Microsoft OS (WIN 10, 11 plus), and Microsoft Office Applications, Mobile Device Management.
  • Very focused on User Satisfaction, with a strong emphasis on driving customer satisfaction and service excellence.
  • Proficient in German, effective in English, with other European languages a plus.
  • Willingness to travel and work at various locations in Germany, even over several days.

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