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Operation Manager

nr ref: /120/04/2019/JW
Konsultant prowadzący: Justyna Karpierz
Praca stała 15 kwietnia 2019

W Antal zajmujemy się rekrutacją do ponad 20 lat. Dzięki działaniu w 10 wyspecjalizowanych dywizjach, świetnie orientujemy się w aktualnych trendach branżowych. Precyzyjnie określamy specyfikę stanowiska, klasyfikując kluczowe umiejętności i niezbędne kwalifikacje. Naszą misją jest nie tylko znalezienie kandydata, którego kompetencje wpisują się w wymagania danego ogłoszenia, ale przede wszystkim stanowiska, spełniającego oczekiwania kandydata.

For our Client, I am currently looking for a Candidate for Operation Manager to the Poznań office. You will work closely with Poznan delivery center senior management, our client and colleagues across company. You and HR will drive employee development plans. As Operation Manager, you will be in daily communication with the team leaders and team members. We expect you to be able to act proactively to ensure smooth service delivery and effective teamwork. Ultimately, you should lead by example and engage the team to reach goals.

You will be responsible for:

  • Closely follow the day-to-day service delivery for the customer, acts as a contact for escalations or problem solving related to the service or /and the team
  • Manage SLA and KPIs for delivered services. Responsible for compliance with Service Level Agreements.
  • Create content accurate service reports and management reports. Use all CC tools that are relevant for your role.
  • Define and implement service process adjustments in the incident, change, problem and escalation process in close cooperation with the managers of the and the process downers.
  • Own service review meetings with service management and the customer or ensures regular participation in these meetings.
  • Ensure customer satisfaction through effective communication. You will be responsible for tracking all agreements made with Service Management and / or customer.
  • Manage and support assigned team leaders in establishing and defining best practices. Drive team members development activities
  • Develop, document and introduce service agreements with the customer,
  • Identify business opportunities with Service Management and the customer.
  • Ensure that all billing and invoicing is done on time based on time and material.

We expect from you:

  • Proven work experience in Service Delivery in international organization, team management
  • Excellent customer management skills
  • In-depth knowledge of performance metrics
  • Excellent communication and leadership skills
  • Demonstrated Decision-making skills in dynamic environment
  • Strong coordination skills to work activity for self and others
  • Excellent administrative skills and ability to analyses data and produce data driven actions
  • German and English language is a must
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