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:

Impact on the business
o 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
o Ensure that the offered service classes and catalogues correspond to the customer business need
o Responsible for delivering business driven end-to-end services from the requirement
analysis to service functioning support
o Accountable for operational improvements with respect to cost and quality.
o 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.
o Accountable and responsible for the enablement of services in strong alignment with architecture, service delivery and service operations.
o Single point of contact between demand management and delivery units on all service relevant issues
o Review the appropriateness of the proposed and delivered services to the customers’ business and requirements evolution
 

Core competencies, knowledge and experience:

o Excellent commercial acumen (in particular financial /costing background) and ability to identify and solve varied business problems
o Excellent communication and decision making skills
o Strong interpersonal and persuasion skills
o Strong prioritisation skills
o Ability to accomplish goals in traditional and matrix organizations
o 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
 

Must have technical / professional qualifications:

 Strong IT Operations background
 Very strong customer focus , proven by at least 2 year experience in customer exposed roles
 Excellent commercial acumen 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

Business and Managerial skills:

 Strong analytical skills
 Good understanding of the Telecommunications and IT Market
 Good communication skills in verbal, written and formal presentation formats
 Ability to influence and lead thinking up to management levels
 Good presentation skills, negotiation skills and relationship skills
 Ability to drive effective delivery in cross-functional projects in a fast-moving, international environment, working with both internal and external resources
 Strong and consistent customer focus, demonstrated through consistently putting the customer and their needs ahead of features and technology
 Ability to develop and sustain true partnerships in all projects, good team player
 Fluency in English

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