Senior Service Delivery Specialist - Onsite in Strasbourg
- On-site
- Strasbourg, Grand-Est, France
- Trasys International
Job description
• Coordination of the day-to-day delivery of all live service elements in accordance with agreed SLAs and contractual requirements;
• Contribution to incident management; co-ordination of direct and indirect reports to ensure issues are investigated and rectified as swiftly as
possible, whilst maintaining quality and minimising risk;
• Building and maintaining strong relationships with operational peers to oversee and ensure all service lines are provided in accordance to Service Level Agreements (SLAs);
• Responsibility for ensuring effective reporting is generated when required, including detailed incident reporting;
• Ensuring quality is maintained throughout the service delivery process;
• Gather and report detailed performance data against key indicators to generate actionable improvements to the quality of services offered;
• Assist in supporting models and managing transition of projects and new services into the business-as-usual model;
• Assist in coordinating Problem and Release Management activities to ensure effective service management;
• Assist in coordinating problem resolution, involving internal support groups, vendors, suppliers, customers and managing any roadblocks;
• Ensure quality of Known Error records and the Knowledge Database;
• Coordinate with contract managers to ensure timely problem resolution and contractual fulfilment and involve Supplier
• Management when necessary;
• Conduct Post Resolution Review of critical problems and supports in following up of their activities together with the Service Delivery Manager;
• Ensure that Problem Management Key Performance Indicators (KPIs) are reported and their targets are met;
• Take escalations from Problem Coordinator and handles them accordingly.
Job requirements
Education Requirements
• Minimum 4 years of relevant education (master or equivalent) after the secondary school.
Minimum Experience Requirements
• Minimum 4 years of professional experience in the domain, of which
• Minimum 2 years of Change/Incident/Problem Management or Project Management experience.
Qualifications, Knowledge and Skills
• ITIL/ITIL V3 Foundation Certification;
• People-management skills, coupled with strong communication skills;
• Good planning skills that go along with proper time management;
• Problem-solving skills;
• Proven communication skills with multiple levels of an organization, including interaction with senior management;
• Strong influencing and relationship management skills;
• Excellent ability to manage multiple high priority efforts / competing priorities and flexibility to adjust to changing requirements, schedules and priorities;
• Self-driven and resourceful to achieve goals autonomously as well as work well in group;
• Advanced knowledge of Microsoft applications including MS Project, MS Excel and MS Visio.
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