Job expirat
Role purpose:
The role is responsible to build, develop Service Desk teams while ensuring the operational quality of service as well as relevant optimal cost of service delivery, annual efficiencies. To that extent, the Account Manager is responsible to define the appropriate resource mix, split of roles and responsibilities inside the team in order to deliver according to the KPIs in place. The role is responsible to ensure the implementation of scalable operational processes, which includes tools such as operation automation platforms, ITIL best practices etc.
• Key accountabilities and decision ownership
· Define and manage the Service Desk teams resourcing skill mix
· Manage operational delivery by
o Increasing productivity
o Consolidating service desk delivery
o Optimising skill mix
· People management of 8-9 people
· Implement/exceed SLA objectives and KPI
· Strong drive to achieve consolidation & standardisation in operations (highly fragmented today)
· Launch and grow multilingual Global Technology Service Desk , working together with the ones in other locations
3+ years of experience of managing Service Desk Operations including remote services providing 1st level support for Core IT, End User IT, Network & Security.
Knowledge of Service Desk support Tools & Technologies. Should have experience of ITSM Processes and related tools for implementation of Process such as Event Management, Incident & Service Request Management, Problem & Change Management.
Well-developed coordination & leadership skills.
Strong communication and interpersonal skills, ability to motivate and inspire others, able to deal with customers and employees.
International experience and background in a complex business environment essential as well as ability to work across distributed team in a complex business environment
Certifications : ITIL, Project Management preferred
ADECCO RESURSE UMANE SRL
Romania, Bucuresti, sector 1, str. Dr. Iacob Felix Nr. 28, Etaj 4
Nr. ORCB J40/12364/2003, CUI RO15739037
Capital social subscris si varsat: 392.440 Lei
Nr. autorizatie Agent de Munca Temporara: 17/2005
Autorizatie seria nr. B/ 0000008/25.10.2005
Nr. Operator Date Personale: 15866
Tel: 00 40 21 300 35 46, Fax: 00 40 21 300 35 54
E-mail: office@adecco.ro, Web: www.adecco.ro
ADECCO ROMANIA SRL
Romania, Bucuresti, sector 1, str. Dr. Iacob Felix Nr. 28, Etaj 3
Nr. ORCB J40/4467/2000, CUI RO 13002186
Capital social subscris si varsat: 360.575 Lei
Nr. Operator Date Personale: 15862
Tel: 00 40 21 300 35 46, Fax: 00 40 21 300 35 54
E-mail: office@adecco.ro, Web: www.adecco.ro
BUCURESTI (HQ)- Doctor Iacob Felix Nr. 28, Sector 1, Tel.: 021/300 35 46; e-mail: recrutare@adecco.ro
ARAD - Mihai Eminescu nr. 45, Tel: 0257 / 281 147; E-mail: arad@adecco.ro
BRASOV - Str Petru Rares Nr 10; Tel.: 0040 - 372/70.57.95; e-mail: brasov@adecco.ro
CLUJ - Str. Vasile Lupu Nr 36 , Tel: 0264/ 406 234; e-mail: cluj@adecco.ro
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ORADEA - Str. Tudor Vladimirescu Nr 26; Tel.: 0040 - 727 735 160 e-mail: oradea@adecco.ro
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PLOIESTI - Str Mercurului Nr 1, Tel: 0244/ 519 320; e-mail: ploiesti@adecco.ro
SIBIU - Str. Vasile Milea Nr 11, Ap 57, Tel: 0269 / 206 450; e-mail: sibiu@adecco.ro
TIMISOARA - Str. Popa Sapca Nr. 12 tel: 0256/ 432 211; e-mail: timisoara@adecco.ro
