IT Service Delivery Specialist

Vor 3 Tagen

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 effective service delivery.
  • 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 meet 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 independent troubleshooting and problem-solving.
  • Work collaboratively with the global team to improve infrastructure services, driving coordination and escalation of operational issues.
  • Build professional relationships with customers across levels, fostering a strong reputation and driving team morale.
  • Understand Incident, Problem, and Change Management Principles, driving effective service delivery.

Education/Experience:

  • 5 years of experience in Information Technology, with a strong focus on client service.
  • 2-3 years of experience in a Client Service Team, driving technical support and service delivery.
  • Proven experience in 2nd and 3rd Level support, with a strong background in multi-language environments.
  • Technical troubleshooting expertise, with experience in layer 7-4 troubleshooting.
  • Experience in support coordination across 1st – 2nd – 3rd level teams, driving effective service delivery.
  • Experience in Service Management (Service NOW as preference) and/or ITIL Principles, driving service excellence.
  • Experience in interacting with (Senior) Management, driving effective communication and collaboration.
  • Experience in Client/Server Infrastructures, with a strong background in Microsoft Office Applications.
  • Technical and innovation affinity, with experience in Apple IOS and Microsoft OS (WIN 10, 11 plus).
  • Proficient in German, effective in English, with other European languages a plus.
  • Willingness to travel and work at various locations in Germany, driving flexibility and adaptability.

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