Key skills
AgileScrumKanbanSales
About this role
Role Overview
- Implement and manage operational support services for large international clients
- Construct and manage support processes and teams in a complex vendor and client landscape
- Set up and negotiate managed service contracts and SLAs
- Monitor and manage service accounts, reporting and performance metrics
- Lead incident, problem, change and request management processes
- Coordinate with 3rd party vendors and internal delivery teams to ensure end-to-end service excellence
- Liaise with clients daily to maintain service quality and satisfaction
- Contribute to continuous improvement in operational excellence and delivery processes
- Manage security and privacy processes for your accounts
- Share knowledge with peers and contribute to the Technology Run craft circle
- Support pre-sales processes as needed
Requirements
- 5+ years of relevant experience in ITIL-based processes and SLA management
- Experience setting up managed services contracts and SLAs
- Familiarity with Agile delivery methods such as SCRUM and Kanban
- Understanding of DevOps principles
- Experience working in an international and multicultural context with offshored teams
- Excellent command of English (C2 level)
Benefits
- Flexibility, with remote and hybrid work options and 25 vacation days for a healthy work-life balance.
- Co-subsidized transportation & Multisport cards.
- Premium health insurance for fast and easy access to top healthcare services.
- Training policy for technical and other skills-related events, courses and certifications.
- Personal career development roadmap guided by performance evaluations.
- Self-care program offering psychological consultations & discussions for you and the team.
- Cozy office space designed for comfort and productivity.
- Exciting team events and company gatherings.