29 days old

Service Coordinator - Italian speaker

Brno, Jihomoravský kraj 602 00
  • Job Code
    231800BR
Introduction
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Your Role and Responsibilities
Employees with this specialization supervise, coordinate and maintain on a daily basis, the levels of service agreed with and expected by the client (SLA or equivalent documents) while keeping a constant focus on improving the performance of the services provided.
They represents the client viewpoint to the delivery organization resources allocated (from the Operational Competencies) to the contract.
Shift model 24/7 required.
Italian language is required.

Responsibilities:

Be the first Service Management contact point for the delivery organization for all the "operational activities of the client" in particular concerning Incident Management, where the team is the hub that manages and dispatches all issues raised by the Customer, the Help Desk or directly by the IT Management dept.
Owning the leadership and the operational responsibility for the resources (from the Operational Competencies) allocated to the clients. Engage if needed the respective teams cross Europe for Incident management, according to SM/DPE escalation of the incident to the "Critical Situation", to perform call backs with the Customer for resolution feedback.
With agreement of SM/DPE, be the client's focal point for all aspects concerning service delivery on a day to day basis taking any necessary actions to maintain and to reinforce the quality of these operational contacts.
Own the operational Service or Client documentation used within the delivery organization and assume responsibility for its update. Service Coordinators send to the Customer some report about the "Services Status"
Taking responsibility for updating the hardware and software inventories in accordance with asset management processes.
Participate in service status meetings of the delivery organization, providing information and analysis related to the services delivered to the client and support the SM/DPE in the service status meetings held with the client.
Raise requirements to the relevant delivery organization functions to improve efficiency.
Provide the SM/DPE with reports on workload monitoring.
Participate in contractual client meetings upon the SM/DPE's request.
Support the SM/DPE in the establishment of client satisfaction measurements in regards of due services.
Ensure the coherence of the backup and data recovery plan.
Employees with this specialty have skills and experience to multiple ISM Delivery processes
Skills Required:
Effective Communication
As coordinator, you will be interacting - communicating escalating to different teams or departments within the organization, being able to describe in detail the issues
(both Italian and English language)
Soft Skills
The role requires to be focused and maintain a professional attitude towards the Customer,
Governance and all involved parties, using soft skills for resolution of conflicts and in situations
where there is pressure to resolve/restore or initiate a service.
To be Precise and Organized
As part of the role it is necessary to deliver reports and modify or update documentation
therefor implying precision and being well organized. Handing over or receiving updates
to allow business continuity during shift switches
ITIL Certification or knowledge is a plus
ITSM tools knowledge is a plus
Previous Leadership roles is a plus
As an IBM employee, you will be entitled to the following benefits:

5 weeks of paid vacation
Elaborate education program for each employee - training during the work career, courses are lead by professional lectors; e-learning education; flexible education plan for each job position
Strong career opportunities
Access to Hi-tech; [email protected]
Above standard Medical Care
Discounts in Sports, Culture, Healthcare, Childcare, Finance, Electronics
Global Travel and Life insurance
Contribution to the Pension fund
IBM stock purchase plan

You will have the opportunity to:


Join our [email protected] Program - a structured on-boarding and development program
Become part of our diverse and multinational community and collaborate within global and local teams
Gain knowledge and develop skills through our world-class trainings
Benefit from mentoring and coaching
Balance your work with your life and enjoy a flexible working environment

Please, take in consideration, that should your application be successful, our recruiters will contact you.


Required Professional and Technical Expertise
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Preferred Professional and Technical Expertise
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About Business Unit
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Your Life @ IBM
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About IBM
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Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Categories

Industry

  • Computers Software and Hardware
Posted: 2019-08-20 Expires: 2019-09-19

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Service Coordinator - Italian speaker

IBM
Brno, Jihomoravský kraj 602 00

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