Cluster Manager

vor 13 Stunden

Bremen, Bremen, Deutschland H-Tech Supports Vollzeit 60.000 € - 120.000 € pro Jahr

We are seeking a highly driven and organized
Cluster Manager
to oversee On-Site Support operations for the Mondelez account. In this role, you will serve as the primary point of contact for all OSS services within your assigned cluster, ensuring smooth service delivery, operational excellence, and strong customer satisfaction. You will collaborate closely with the Regional Service Manager (RSM) and OSS Global Lead to maintain service standards, lead resource teams, and uphold process compliance.

Key Responsibilities
Operational Management

  • Monitor open and aging tickets, ensuring timely updates, progress tracking, and effective resolution.
  • Oversee SLA and OLA performance, including reporting, analysis, and improvement actions.
  • Review Customer Satisfaction (CSAT/DSAT) results, analyze trends, and implement corrective actions.
  • Ensure high-quality ticket entries and data accuracy in ServiceNow.
  • Supervise and maintain engineer documentation, runbooks, and standard procedures.

Resource Management

  • Track and measure resource productivity; address gaps with internal teams or partners.
  • Ensure adequate staffing levels to meet service delivery requirements.
  • Ensure all resources have access to required tools, accounts, and systems.
  • Maintain and update engineer resource trackers (accounts, access rights, start/end dates, etc.).
  • Conduct interviews and approve new hires from HCL or partner vendors.
  • Oversee onboarding, knowledge transfer, and continuous training of team members.

Asset Management

  • Update and maintain the Asset Management Database (AMDb) in ServiceNow.
  • Perform monthly stock checks and reconcile results with system records.
  • Oversee the Life Cycle Refresh (LCR) process, ensuring accurate categorization, tracking, returns, and timely ticket updates.

Customer Management

  • Act as the primary liaison for the customer, managing expectations and ensuring service satisfaction.
  • Handle Non-Standard Service Requests (NSSR), including assessment, quotation, approvals, and billing follow-ups.
  • Conduct regular operational review meetings with the customer.
  • Communicate daily updates, highlight risks or issues, and drive timely resolutions.

Partner Management

  • Track engineer attendance, validate compliance, and escalate discrepancies.
  • Request additional resources based on BAU or project needs.
  • Coordinate service adjustments and align partner deliverables with customer requirements.

Required Qualifications & Skills

  • Bachelor's degree in Information Technology or a related field.
  • ITIL v3 Foundation (ITIL v4 preferred).
  • Proven experience managing diverse technical teams.
  • Intermediate to advanced MS Excel skills.
  • Excellent spoken and written English communication skills.
  • Strong analytical mindset with a willingness to learn and adapt.

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