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Tag: service manager
Manager, IT Service Delivery
2019-11-04 18:17:05| Space-careers.com Jobs RSS
About us Its a great time to be part of the SES team We are the worlds leading satellite operator with over 70 satellites in two different orbits, Geostationary Orbit GEO and Medium Earth Orbit MEO. We provide a diverse range of customers with global video distribution and data connectivity services through two business units SES Video and SES Networks. Our global team works collaboratively to make a significant, and often lifechanging difference in the world. As part of our team, you will play an integral part in delivering on our vision. At SES, we connect and enable broadcast, telecom, corporate and government customers, and enrich the lives of billions of people worldwide. Manager, IT Service Delivery Germany Munich Unterfhring You, under the direction of the IT Account Manager, identify business requirements and oversee the delivery of the IT services within the context of the business. The foundation of this position is establishing processes to provide consistently high levels of internal customer service in a costeffective manner. You are responsible for providing business requirements and expectations as well as feedback on performance, to various IT teams and oversees IT service delivery execution, preventing defects within the IT Department. PRIMARY RESPONSIBILITIES KEY RESULTS AREAS Responsible to the IT Account Manager, to own their services, end to end, including ApplicationsOperations as part of the IT delivery model Work in harmony to deliver the services Own KPIs through an account dashboard, and submit them to the IT Account Manager, with conclusions, and trend analysis Engage with the resolver groups within IT to close Account issues and coordinate the preparation of RCAs, and Service Improvement Plans, when needed Identify, propose and action solutions for issues identified during internalexternal reviews Detect process defects and improvements, giving input to Business Process Owners and work with IncidentProblemChange Managers Maintain a working knowledge of industry best practices, solution methodologies, and emerging technology trends stay uptodate with stateoftheart IT concepts and technologies Understand the strategic imperatives, business capabilities, operating model, issues, and IT needs of assigned business areas across several countries. Maintain and nurture customer relationships to support the IT Account Management to manage demand, identify requirements, and support the delivery of solutions Support the IT Account Manager in building business cases to sell in proposed solutions to the Business IT Steering Committee Participate in weekly IT Process Review Meetings with IT Business Process Managers Ensure outstanding business support ensure team members, including 3rd parties, provides outstanding daytoday IT support, working within defined SLA metrics and manage issues to completion. Facilitate successful execution of major IT business application projects including communication with key executives, budget management, and coordination of 3rd party deliverables Perform other related duties as assigned COMPETENCIES Strong analytical and problemsolving skills Proven negotiation skills Demonstrated managerial skills, able to lead a team and cooperate with other IT and business functions Proactive approach towards potential andor current customers Ability to work autonomously with minimal supervision Ability to learn new technologies quickly Service and customercentric mindset is a must. Excellent written and verbal communication skills Ability to understand business requirements and work towards solutions Openness for new technologies and readiness for change Stress resistant and able to manage multiple tasks at the same time Ability to work in a rapidly changing environment under tight timelines QUALIFICATIONS EXPERIENCE Bachelors degree in Computer Science, Business Information Systems or equivalent Minimum eight to ten years of applicable professional experience in a large heterogeneous environment Working knowledge of PMP Project Management concepts and principles Proven experience of the following disciplines Knowledge Management, Incident Management, CatalogRequest Management, Service Level Management, Vendor Management, IT Asset Management Sound knowledge of IT Service Management and ITIL Framework Sound technical understanding of the IT landscape and related technical skills Project Management Professional and IT Service Management Certification are a strong asset Knowledge and experience in Capacity and Availability Management is a strong asset Fluency in English, any other language is considered as an asset Willingness to travel internationally OTHER KEY REQUIREMENTS COMMENTS Key performance indicators Request fulfilment, Capability and Availability Management. Incident, Problem, Change, Service Asset and Configuration and Release Management Main interfaces to other departments Technical departments management requirements Group Information Cyber Security compliance with security requirements Internal and external customers Whats in it for you? In addition to a competitive salary and benefits package, we offer you a truly global opportunity in an exciting industry and all the support youll need for both your professional and personal development. But most of all, we offer a truly unique opportunity to play your part in making a difference for those who need it most. We strive to uphold honesty, transparency and courage in everything we do. Were proud to belong to the SES team and collaborate towards success. Good to know For more information on SES, click here. SES is an Equal Opportunity Employer and welcomes diversity! Apply HERE
Tags: service
manager
delivery
service manager
Service Delivery Manager mwd
2019-11-04 11:16:03| Space-careers.com Jobs RSS
As Service Delivery Manager, you will be accountable for managing services at customer site of our institutional Clients in Space industry. You are a natural and articulate communicator, with the ability to build and maintain strong working relationships, being the main interface between your service team and the stakeholders at the client organization. You are determined to provide amazing customer service. Service Delivery Manager for services provided to our institutional clients within European Space Industry, acting as the primary interface to the stakeholders at the client organizations. Responsibilities Duties Acting as the primary interface to the stakeholders at the client organizations. Ensuring that the quality and contractual aspects are met to the satisfaction of the company and the customer. Ensuring that all assigned tasks are performed in a timely and correct way according to the clients requirements and agreed Service Levels. Prioritization of service tasks in coordination with customer representatives Assignment of tasks and actions to service staff Management, coordination supervision of tasks and actions performed by service staff Conduction of regular Service Review Meetings and other Customer meeting with the customer as required by the contract Timely Production of Service Reports Raising actions and projectservice issues where appropriate Maintenance of a Skills Database for all service staff Maintenance and Execution of training plans for service staff Ensuring compliance of service staff with applicable health and safety regulations Interaction with the other Service Providers to coordinate service activities as needed ProductionManagement of offers for additional Request for Proposals issued by the client Participate in regular company internal management and technical meetings Qualifications Experience A university degree in Information technology or equivalent Previous experience in Service Management or Project Management desirably within Space or Aerospace Industry but not mandatory Experience in managing multicultural and technical teams Qualification in project management, ITIL or Scrum Result oriented, planning capabilities and a pronounced customer focus. Proficient oral and written communication skills to establish a warm professional relationship with the customer. Ability to collaborate with diverse team to accomplish goals in line with team objectives Essential Skills Proven Experience in Service Management ideally Services for Software Maintenance andor Incidents Support Proven Experience in managing client expectations and resolving possible conflicts Desirable Skills Agile project management approach Project Management certification like PMP or equivalent ITIL qualified or experience working within an ITIL framework
Tags: service
manager
delivery
service delivery
IT Service Manager mwd
2019-10-04 20:15:51| Space-careers.com Jobs RSS
Responsibilities Duties The Service Manager will be part of the TPZVD IT Support Team in the delivery of IT services to the client, inline with the contract SLAOLA, and monitoring, report of any agreed Performance Indicators. Ensuring that the quality and contractual aspects are met to the satisfaction of the company and the customer. Ensure that all assigned tasks are performed in a timely and correct way according to the clients requirements. Manage, supervise, assign tasks, actions to the Key persons assigned to the service, and prioritise these with customer Technical officer representative. Conducting regular Project Progress Meetings with the customer and arranging the timely production of reports required for these and other Customer meetings required by the contract raising actions and projectservice issues where appropriate Creation of Activities plan in coordination with the client for each Work Package in order to fulfil the tasks identified. Maintain Skills Database of all staff working under the specified service Maintaining and executing training plan for all staff engaged in the service delivery Participate in technical evolution and implementation meetings with the client. You will be responsible for compliance of its personnel with all health and safety regulations in force Interaction with the other Service Providers to coordinate service activities, when necessary You will be responsible that the administrative requirements necessary for the service team to provide the service are fulfilled. You will be the primary contact for your customer and the team. Produce offersmanage the production of offers for the additional RFPs that are issued by the client. Participate in regular company internal management and technical meetings. Qualifications Experience A university degree in Information technology or equivalent. At least 5 years proven experience in Service Management. Experience in the technical management of multicultural teams. Qualification in project management, ITIL or Scrum. Provision of oncall or callout plan The successful candidate will have strong goaloriented, planning capabilities and a pronounced customer focus. Applicants should have strong communication and collaboration skills, be able to work in a diverse team environment and accomplish goals in line with team objectives. Essential Skills Experience working with critical IT infrastructure environments and managing technical service transition. Experience with Jira tool to produce outputs related to service tasks, effort spent etc Desirable Skills Agile project management approach Project Management certification like PMP or equivalent. ITIL qualified or experience working within an ITIL framework Our offer to you By joining the Telespazio family, you will enjoy all the benefits of a competitive salary in a sustainable work environment, flexible working time models, diverse advancement and training possibilities for technical, language and soft skills, a generous holiday package as well as a company pension scheme. Furthermore, we support you with your relocation. Through our wide network, we can also support your partner in finding a job at your new work location. Application Are you equally inspired by our visions and dreams? Get in touch with us today and send us your application! Your HR Contact for this position is Raphael Rossato.
Tags: service
manager
service manager
manager service
Customer Service Manager, Video Infrastructure Services, Europe
2019-09-23 13:16:28| Space-careers.com Jobs RSS
About us Its a great time to be part of the SES team We are the worlds leading satellite operator with over 70 satellites in two different orbits, Geostationary Orbit GEO and Medium Earth Orbit MEO. We provide a diverse range of customers with global video distribution and data connectivity services through two business units SES Video and SES Networks. Our global team works collaboratively to make a significant, and often lifechanging difference in the world. As part of our team, you will play an integral part in delivering on our vision. At SES, we connect and enable broadcast, telecom, corporate and government customers, and enrich the lives of billions of people worldwide. Customer Service Manager, Video Infrastructure Services, Europe Luxembourg Betzdorf Role Description Summary The CSM role is a customer facing position with responsibility for direct interaction with the customer while leading the effort to implement, operate and maintain SES Video infrastructure and services that are delivered to the customer. The CSM will focus on supporting existing services and rolling out new services for customers. The CSM owns the customer relationship on behalf of the Global Services organisation from Post Sales activities to service delivery and ongoing operations and maintenance support. The CSM is responsible for managing the Program delivery, maintaining operational performance and SLAs, and driving service quality. The CSM is the key Voice of the Customer within SES Video for all Post Sales customer journey touchpoints, understanding what each customer values the most in terms of operational support and ensuring that the whole SES Video team interfaces with the customer to drive service quality to maintain and enhance revenue. The CSM plays an important role in maintaining current business and securing new business. The CSM will be the main services leader driving the relationship with the customer and will have frequent interaction with the customer onsite and remotely. The CSM will support the SES Video organization through proposal and will be in the leadership of implementing new or upgraded existing services. The CSM will be the focal point and control instance in the interest of the customer and SES for ongoing operation of the contracted service and corresponding maintenance activities. The CSM will lead and assist the development of process, procedures and tools to further advance SES Video ability to provide value added services to its customers. Primary Responsibilities Key Result Areas Responsibilities PreSales Support Support SSL Sales during Presales phase by developing the LifeCycle SOW and PL Inputs Customer Management Operate as the main point of contact to the customer during postsales phase Leadership in terms of project management for the delivery of new Services and upgrades Plan, staff and manage the delivery of new services and upgrades managing timelines, mile stones and deliverables in front of the customer and internally Operations Management Oversee the ongoing operations and maintenance of live sites to ensure that Customer SLAs, KPIs and expectations for service quality are successfully being delivered Voice of the Customer Act as the Voice of the Customer and provide feedback to the Services Organization to ensure that customer requirements and needs are delivered Quality Assurance Facilitate service quality, performance and business reviews with the Customer New Business Support revenue grow by identifying opportunities for new services and upgrades towards SES Video Commercial Process Provide inputs to the general overarching process procedures. Develop or provide inputs for Video specific process procedures. Key results Input for PreSales quotes SOW definition Implementation and delivery of New ServicesService Upgrades Ensure the delivery of Customer Operations Performance Reports Weekly Monthly of SLA performance and other Ops itemsCustomer Adhoc Reports on time and in the expected quality Quarterly Business Reviews Change Requests and Implemented Changes Process and Procedures Liaising with customer on a regular basis Competencies Strong verbal and written communications skills coupled with an ability to convey messages in an appropriate manner to both external and internal customers Strong project management and organizationcoordination skills Ability to work under pressure, use judgement to make decisions and adapt to change Selfinitiative, courage and pragmatism in order to identify and overcome impediments World class attitude to customer service, passion and customer centric thinking Excellent presentation skills Strong interpersonal skills and an ability to work effectively in a global high energy multicultural team and interface with a global customer base and understand their needs Sense of urgency, initiative and competitive drive to get things done Resourcefully working through or around anything blocking things that need to be accomplished Attitude to drive a continuous improvement process Ability to work at in a fast pace environment Willing to travel and interface directly with clients, up to 30 of the time Overlooking the European market and processes of the customer and being consultant to optimize his business Fluent English, French and other additional languages welcome Qualification Experience Bachelor of Science or Business degree preferably in Engineering, Technology, Computer Science or Information Systems or equivalent experience required A minimum of 5 years relevant experience in a project management, business management, service delivery andor account management role PM certificates or performed trainings appreciated Proficient in Microsoft Office skills Knowledge of industry and European market Whats in it for you? In addition to a competitive salary and benefits package, we offer you a truly global opportunity in an exciting industry and all the support youll need for both your professional and personal development. But most of all, we offer a truly unique opportunity to play your part in making a difference for those who need it most. We strive to uphold honesty, transparency and courage in everything we do. Were proud to belong to the SES team and collaborate towards success. Good to know For more information on SES, click here. SES is an Equal Opportunity Employer and welcomes diversity! Apply HERE
Tags: service
services
video
customer
Customer Service Manager, Video Infrastructure Services, Asia
2019-09-23 11:16:28| Space-careers.com Jobs RSS
About us Its a great time to be part of the SES team We are the worlds leading satellite operator with over 70 satellites in two different orbits, Geostationary Orbit GEO and Medium Earth Orbit MEO. We provide a diverse range of customers with global video distribution and data connectivity services through two business units SES Video and SES Networks. Our global team works collaboratively to make a significant, and often lifechanging difference in the world. As part of our team, you will play an integral part in delivering on our vision. At SES, we connect and enable broadcast, telecom, corporate and government customers, and enrich the lives of billions of people worldwide. Customer Service Manager, Video Infrastructure Services, Asia Singapore Singapore Role Description Summary The CSM role is a customer facing position with responsibility for direct interaction with the customer while leading the effort to implement, operate and maintain SES Video infrastructure and services that are delivered to the customer. The CSM will focus on supporting existing services and rolling out new services for customers. The CSM owns the customer relationship on behalf of the Global Services organisation from Post Sales activities to service delivery and ongoing operations and maintenance support. The CSM is responsible for managing the Program delivery, maintaining operational performance and SLAs, and driving service quality. The CSM is the key Voice of the Customer within SES Video for all Post Sales customer journey touchpoints, understanding what each customer values the most in terms of operational support and ensuring that the whole SES Video team interfaces with the customer to drive service quality to maintain and enhance revenue. The CSM plays an important role in maintaining current business and securing new business. The CSM will be the main services leader driving the relationship with the customer and will have frequent interaction with the customer onsite and remotely. The CSM will support the SES Video organization through proposal and will be in the leadership of implementing new or upgraded existing services. The CSM will be the focal point and control instance in the interest of the customer and SES for ongoing operation of the contracted service and corresponding maintenance activities. The CSM will lead and assist the development of process, procedures and tools to further advance SES Video ability to provide value added services to its customers. Primary Responsibilities Key Result Areas Responsibilities PreSales Support Support SSL Sales during Presales phase by developing the LifeCycle SOW and PL Inputs Customer Management Operate as the main point of contact to the customer during postsales phase Leadership in terms of project management for the delivery of new Services and upgrades Plan, staff and manage the delivery of new services and upgrades managing timelines, mile stones and deliverables in front of the customer and internally Operations Management Oversee the ongoing operations and maintenance of live sites to ensure that Customer SLAs, KPIs and expectations for service quality are successfully being delivered Voice of the Customer Act as the Voice of the Customer and provide feedback to the Services Organization to ensure that customer requirements and needs are delivered Quality Assurance Facilitate service quality, performance and business reviews with the Customer New Business Support revenue grow by identifying opportunities for new services and upgrades towards SES Video Commercial Process Provide inputs to the general overarching process procedures. Develop or provide inputs for Video specific process procedures. Key results Input for PreSales quotes SOW definition Implementation and delivery of New ServicesService Upgrades Ensure the delivery of Customer Operations Performance Reports Weekly Monthly of SLA performance and other Ops itemsCustomer Adhoc Reports on time and in the expected quality Quarterly Business Reviews Change Requests and Implemented Changes Process and Procedures Liaising with customer on a regular basis Competencies Strong verbal and written communications skills coupled with an ability to convey messages in an appropriate manner to both external and internal customers Strong project management and organizationcoordination skills Ability to work under pressure, use judgement to make decisions and adapt to change Selfinitiative, courage and pragmatism in order to identify and overcome impediments World class attitude to customer service, passion and customer centric thinking Excellent presentation skills Strong interpersonal skills and an ability to work effectively in a global high energy multicultural team and interface with a global customer base and understand their needs Sense of urgency, initiative and competitive drive to get things done Resourcefully working through or around anything blocking things that need to be accomplished Attitude to drive a continuous improvement process Ability to work at in a fast pace environment Willing to travel and interface directly with clients, up to 20 of the time Overlooking the DACH market and processes of the customer and being consultant to optimize his business Fluent English, additional languages welcome Qualification Experience Bachelor of Science or Business degree preferably in Engineering, Technology, Computer Science or Information Systems or equivalent experience required A minimum of 5 years relevant experience in a project management, business management, service delivery andor account management role PM certificates or performed trainings appreciated Proficient in Microsoft Office skills Knowledge of media industry and German speaking media market Whats in it for you? In addition to a competitive salary and benefits package, we offer you a truly global opportunity in an exciting industry and all the support youll need for both your professional and personal development. But most of all, we offer a truly unique opportunity to play your part in making a difference for those who need it most. We strive to uphold honesty, transparency and courage in everything we do. Were proud to belong to the SES team and collaborate towards success. Good to know For more information on SES, click here. SES is an Equal Opportunity Employer and welcomes diversity! Apply HERE
Tags: service
services
video
customer
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