People are at the center of everything we do at TK Elevator – we work as one team, watch out for each other’s safety and share a common vision to keep the world moving. This is your chance to go beyond and impact the future of urban mobility. We are looking for talented people who want to start or develop their professional career with us.
With integrated cloud-based solutions such as our MAX platform, we embrace the full potential of digitalization, transforming ourselves into a digitally augmented company to make life easier, more efficient and more comfortable.
We are seeking an experienced and dynamic IT Service Manager to join our team and take charge of enhancing the service management of our Field Applications. As the IT Service Manager, you will play a critical role in ensuring the smooth and efficient operation of our field applications, supporting our internal and external stakeholders.
* Service Management Strategy: Develop and implement a comprehensive service management strategy for our Field Applications, aligning it with the overall IT service management framework and business goals.
* Continuous Improvement: Identify areas for improvement in the service management of Field Applications and drive initiatives to enhance reliability, performance, and user satisfaction. Regularly review service metrics, gather feedback, and implement process improvements to optimize service delivery.
* Incident and Problem Management: Oversee the incident and problem management processes for Field Applications, ensuring timely resolution of issues and minimizing impact on operations. Collaborate with cross-functional teams to identify root causes, implement preventive measures, and drive service restoration.
* Vendor Management: Collaborate with vendors and third-party service providers to ensure effective delivery of services and adherence to service level agreements (SLAs). Conduct regular performance reviews, manage contracts, and address any service-related escalations.
* User Support and Training: Provide guidance and support to end-users of Field Applications provided by vendors, summarizing users queries, resolving issues, and ensuring a positive user experience. Develop and deliver training programs to enhance user proficiency and maximize utilization of the applications.
* Documentation and Reporting: Maintain accurate documentation of service management processes, procedures, and incident resolutions. Prepare regular reports on service performance, trends, and key metrics, presenting findings to stakeholders and senior management.
* Stakeholder Engagement: Collaborate with key stakeholders, including business units, IT teams, and project managers, to understand business requirements, align service delivery with organizational objectives, and foster strong relationships.
* Field application project delivery: collaborate with BU/OU business team and ITDH team and works as project manager/coordinator and lead the entire project delivery cycle, make sure the project delivered on time and within scope and budget.
* Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience).
* Proven experience in IT service management, specifically in managing applications.
* A solid understanding of project management methodologies, including Agile and MVP, and ability to apply the appropriate methodology based on project requirements and constraints. A PMP certification is preferred.
* Strong understanding of ITIL principles and best practices.
* Experience in incident and problem management, change and release management, and vendor management.
* Excellent analytical and problem-solving skills, with the ability to identify opportunities for improvement and drive initiatives to enhance service delivery. Familiar with reporting and BI reporting tools will be preference.
* Strong communication and interpersonal skills, with the ability to engage with stakeholders at all levels.
* Ability to prioritize and manage multiple tasks in a fast-paced environment.
* Proactive and customer-focused mindset, with a passion for delivering high-quality service to end-users.
* Fluency in English (written and spoken; Minimum level: B2)
* Secure job and salary – permanent contract in a technically exciting, stable, and sustainable industry and an attractive compensation package
* Social benefits and an attractive work calendar.
* Teamwork & safety – an open, transparent, and value-oriented culture
* Individualized training plan from your very first day.
* TK Elevator is a company with an open, transparent culture that focuses on the people who make it up. At TKE you will receive frequent feedback, continuous training and space to contribute your ideas.
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