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IT Service Delivery Specialist
vor 2 Monaten
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, driving business outcomes and customer satisfaction.
- Contribute to building a strong professional reputation, fostering a culture of excellence and customer satisfaction.
- Drive strong morale and team spirit within the team, actively fostering wins and successes through results.
- 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 service excellence 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, Microsoft OS (WIN 10, 11 plus), and Microsoft Office Applications, with a strong focus on service delivery and customer satisfaction.
- Very focused on User Satisfaction, with a strong emphasis 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.
