Operational Excellence Specialist

2 weeks ago

Remote Wrocław, Czech Republic beBeeService Full time €90,000 - €120,000
Senior Service Manager Role Overview

As a senior service manager, you will play a pivotal role in driving operational excellence and delivering exceptional client experiences. Your primary responsibilities will include implementing and managing support services for international clients, ensuring seamless operations across teams worldwide.

You will be responsible for guiding our support teams to deliver optimal services, interacting with third-party vendors to smooth support delivery, and guaranteeing end-to-end service to clients. Effective collaboration with the delivery team is crucial to meet SLA expectations.

Key Qualifications
  • At least 5 years of experience in a similar role with relevant skills and knowledge.
  • Experience with setting up managed services contracts and SLAs, ensuring efficient operations.
  • Excellent English language proficiency (C2 level).
  • Familiarity with ITIL, ASL, and/or BiSL frameworks and principles.
  • Understanding of DevOps methodologies and principles.
  • Preferably experience with online commerce and/or experience platforms.
  • Able to work effectively with off-shored teams and in multicultural environments.
The Ideal Candidate

We are seeking a highly skilled and experienced senior service manager to join our Global Service Center at Valtech. The ideal candidate will have excellent communication and leadership skills, with the ability to work independently and as part of a team.

They will be able to analyze complex problems, identify solutions, and implement effective changes. A strong understanding of ITIL, ASL, and/or BiSL frameworks and principles is essential, along with experience with setting up managed services contracts and SLAs.

Responsibilities
  1. Implementing and managing operational support services for international clients.
  2. Managing service processes within the context of your account(s).
  3. Setting up, monitoring, and managing processes for incident management, problem management, pro-active application maintenance, change management, request fulfillment, and user support.
  4. Managing stakeholders around your account.
  5. Coordinating and managing third parties that the platform(s) depend on.
  6. Interacting with clients on a daily basis, not just during incidents.
  7. Contributing to the overall quality of Valtech's operational services.
  8. Connecting ITIL-based services to Valtech's agile way of working.
  9. Sharing knowledge with and learning from peers in the Technology Run craft circle.
  10. Contribute to the delivery process by assisting in constructing 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.
  11. Minutely managing and coordinating security and privacy-related processes for your account(s).
  12. Supporting the setup and negotiation of managed service contracts and SLAs.

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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