Service Manager

1 month ago

Remote Gdańsk Wrocław Warszawa Kraków, Czech Republic Elitmind Full time
  • Experience in Service Manager (or related) role; responsible for service operations and managment of customer expectations
  • Experience as a Team Leader/Manager
  • Technical understanding of delivered solutions
  • Ability and willingness to work as a liaison between Client's structures and Elitmind's team
  • Understanding of Quality of Services, SLAs, KPIs – ITIL Certification will be an advantage
  • Experience and deep understanding of support and service processes
  • Open-mindedness, eagerness to learn new technologies, ability to newly acquired knowledge into practice
  • Exceptional collaborative and communication skills.
  • Fluent English (spoken and written)

Nice to have:

  • Understanding of Azure services and products
  • Knowledge of Data Warehouse, Lakehouse environments
  • Experience in DevOps approach
  • Cross-sell and Up-sell experience, or willingness to learn and participate in sales processes
  • Service Desk experience in a large company

The ideal candidate for the role of Service Manager / Team Leader is someone with proven experience in managing service operations and support teams. They should excel at building and maintaining client relationships, ensuring compliance with agreed service levels (SLAs), and effectively managing incidents and maintenance tasks. The candidate should possess a strong technical knowledge and the ability to quickly learn and implement new technologies. Excellent communication skills and the ability to work in a dynamic environment are crucial, as is representing the company to clients and ensuring internal reporting and team coordination. Additional assets include familiarity with Azure services, Data Warehouse and Lakehouse environments, and experience with DevOps practices. We value openness to participating in sales processes and the ability to manage budgets and resource allocation.

Elitmind provides world-class Data Reporting, Analytics, Machine Learning, AI consulting services, and Managed Services focused on Microsoft cloud technology – Azure Data & AI and Power Platform. To fully enable the Customers to embrace the power of analytics tools and solutions company also provides corporate learning programs via its educational platform Elitmind Academy.

Elitmind has successfully transformed dozens of organizations in the following industries: Retail, Energy, Banking, Telco, Logistics, and Government Sector, delivering over 300 Data & AI solutions.

Combining business expertise with deep technical knowledge and skills is Elitmind’s primary asset, proven by solid business partnerships with top worldwide companies such as the General Authority of Customs in Qatar, Abu Dhabi Development Holding, ABB, Hitachi, Phillip Morris International, Stora Enso and Takeda.

Sounds exciting? Do not hesitate and apply to become another ElitManiac  :)

,[Taking care of customer relationships and ensuring an agreed level of service and support, including established SLAs, Managing priorities for maintenance tasks, monitoring, incident and problem management, service requests, Ensure timely communication, escalation and resolution of critical incidents in accordance with the pre-defined Service Level Agreements and Business Requirements., Regularly review and manage the incident backlog. Prioritize backlog incidents based on their impact and urgency. Ensure resolution and admin. of actions esp. of aged backlog., Coordinating the Support Team to ensure the agreed level of service, Representing the Support Team and Elitmind to the client, Reporting the status of work to the client and internally in the manner agreed with the client, Participating in the sales process - managing the budget, reporting on utilization and risks, negotiating with the client, Planning and managing team allocations (including participation in recruitment and negotiations with the client), Leading project team, motivating and planning the development of consultants] Requirements: Service Management , Team management, Communication skills, Quality of Services, Azure, ITIL, DevOps, Data warehouse, Lakehouse Tools: Jira, Azure DevOps, Confluence, SharePoint, Agile, Scrum. Additionally: Sport subscription, Private healthcare, International projects, Free coffee, In-house trainings, Modern office, Startup atmosphere, No dress code, Free parking.

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