IT Service Delivery Specialist

vor 3 Wochen

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 business outcomes.
  • Focus on IT support resulting from restructuring plans, driving process improvements and efficiency gains.
  • Contribute to distributed service teams, taking ownership of specific service teams and driving service excellence.
  • Build strong IT service relationships with customers, ensuring quality services are delivered 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, driving incident resolution and problem-solving.
  • Work collaboratively with the global team to improve infrastructure services, sharing best practices and driving innovation.
  • Coordinate and escalate operational issues and solution proposals to Management, ensuring effective issue resolution.
  • Develop strong IT service relationships with customers across levels, building a professional reputation and driving customer satisfaction.
  • Drive team morale and spirit, fostering a culture of success and achievement.
  • Understand Incident, Problem, and Change Management Principles, applying technical expertise to drive business outcomes.

Education/Experience:

  • 5 years of experience in Information Technology, with a strong focus on service delivery and customer satisfaction.
  • 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 and problem-solving.
  • Experience in technical troubleshooting (layer 7-4), with a strong focus on root cause analysis and resolution.
  • Support coordination across 1st – 2nd – 3rd level teams, driving effective issue resolution and customer satisfaction.
  • Experience in Service Management (Service NOW as preference) and/or ITIL Principles, applying technical expertise to drive business outcomes.
  • Experience in interacting with (Senior) Management, driving business outcomes and customer satisfaction.
  • 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 efficiency.
  • Technical and innovation affinity, with a strong focus on driving business outcomes and customer satisfaction.
  • Experience with Apple IOS and Microsoft OS (WIN 10, 11 plus), with a strong focus on service delivery and customer satisfaction.
  • Experience in Microsoft Office Applications, Mobile Device Management, with a strong focus on productivity and efficiency.
  • Very focused on User Satisfaction, with a strong focus on driving business outcomes and customer satisfaction.
  • 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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