Global Operational Support Specialist

2 days ago

Remote Wrocław, Czech Republic beBeeServiceDelivery Full time €55,000 - €70,000
Service Delivery Expert

We are looking for a highly skilled Service Delivery Expert to join our team. As a key member of our Global Service Center, you will be responsible for implementing and managing operational support services for our international clients.

Your primary objective will be to ensure the delivery of high-quality services that meet our clients' expectations. This will involve constructing and managing a support organization and processes that deal with complex vendor landscapes, corporate clients, agile teams, and high-paced delivery.

You will work closely with our support teams to deliver optimal services, interact with third-party vendors to smoothen support, and deliver end-to-end services to our clients. Additionally, you will liaise with the delivery team to ensure that the delivered quality matches SLA expectations.

Key Responsibilities:
  • Set-up and manage SLA reporting;
  • Manage service processes within the context of your account(s);
  • Set-up, monitor, and manage processes for incident management, problem management, proactive application maintenance, change management, request fulfillment, and user support;
  • Manage stakeholders around your account;
  • Coordinate and manage third parties that the platform(s) depend on;
  • Interact with clients on a daily basis, not just during incidents;
  • Contribute to the overall quality of Valtech's operational services;
  • Connect ITIL-based services to Valtech's agile way of working;
  • Share knowledge with and learn from your peers in the Technology Run craft circle;
  • Contribute to the delivery process by assisting to construct delivery KPIs in alignment to the SLA, release processes to guarantee stable releases, and correct communication processes, quality gates to minimize risk of incidents on production;
  • Minutely manage and coordinate security and privacy-related processes for your account(s);
  • Support setting up and negotiating managed service contracts and SLAs;
  • Support managing service accounts financially;
Requirements:
  • SLA;
  • Jira;
  • Service-oriented architecture;
  • Project management;
  • ITIL;
  • DevOps;
Tools:
  • Agile;
  • Scrum;
  • Kanban;
Additional Benefits:
  • Sport subscription;
  • Training budget;
  • Private healthcare;
  • Small teams;
  • International projects;
  • No dress code;
  • Free coffee;
  • In-house trainings;

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