Role purpose:

Accountable for the successful integration of services / local markets into
production and support with the appropriate balance of speed, cost and minimum
disruption. The success of Service Support Integration management is in the
ability of Service Operations to support the business processes via the
installed service base.
The responsibility of Service Support Integration Manager provides and
maintains a single source of consistent information and management of
international operational service support projects for the GDC Global Service
Desks within agreed timelines, in a cost efficient and customer focused
manner.
The Service Support Integration Manager ensures the operational integration of
all services in a highly standardized operational environment with regards to
processes, tools, and specific SLAs. He/she owns the operational requirements
specification and operates the corresponding support enablement process
including the definition of KPIs to measure enablement time, cost and quality.
Enable local and partner markets to follow and fulfil the SLA obligations for
the services provided. Development, delivery and execution of support, help,
training, guidelines, briefings and solutions to internal and external
customers.
Thereby to ensure highest customer satisfaction and whilst managing the
specific capabilities and obligations for the operated or managed services

Key accountabilities and decision ownership:

• Manage the transition and support enablement of services to operations in support of all local/partner markets and global organizations to drive employee productivity within an optimal cost model


• Ensure that the offered service classes and catalogues correspond to the customer business need


• Responsible for delivering business driven end-to-end services from the requirement analysis to service functioning support


• Accountable for operational improvements with respect to cost and quality.


• Manage the entire quality and cost effectiveness of the delivered services by elaborating and maintaining general and optional services in close cooperation with other units and delivery units.


• Accountable and responsible for the enablement of services in strong alignment with architecture, service delivery and service operations.


• Single point of contact between demand management and delivery units on all service relevant issues


• Review the appropriateness of the proposed and delivered services to the customers' business and requirements evolution

**

Must have technical / professional qualifications:**
* Good troubleshooting skills
* Different Operating Systems Knowledge (Microsoft , Unix / Linux, etc)
* Basic web-developer's knowledge
* Linux/Unix Knowledge is a plus
* HTML and JavaScript Knowledge is a plus
* Networking Knowledge is a plus
* Confident control of analysis tools.
* Technical interpretation of technical error message retrievals
* Identification of coherences between individual messages of systems and customers
* ITIL knowledge is a plus.

Core competencies, knowledge and experience:

• Excellent commercial acumen (in particular financial /costing background) and ability to identify and solve varied business problems


• Excellent communication and decision making skills


• Strong interpersonal and persuasion skills


• Strong prioritisation skills


• Ability to accomplish goals in traditional and matrix organizations


• Ability to manage in dynamic, fast paced situations; to build and maintain good working relationships; to interact with the global IT senior management within Europe

_VOIS #movewithus