Cyclad is an international consulting company operating in the IT/ICT sectors, providing outsourcing solutions for HR and IT services. We are looking for an experienced Operations Manager who will manage our 10 -15 FTE delivery team, considering of 1st and 2 nd line IT Support Specialists in the area of High End Infrastructure Management.You will work closely with Poznan delivery center senior management as well as our colleagues and Client representatives based in Germany.Requirements:
Proven leadership experience in BPO / ITO Service Delivery Management in an international organization
Proven experience in reporting and managing service agreements according to ITIL in a customer facing role
Experience in Service Desk or IT Outsourcing operations
Operating knowledge of English and German (at least B2 level)
Strong customer management skills
Strong communication and leadership skills
Demonstrated Decision-making skills in dynamic environment
Strong coordination skills to work activity for self and others
Excellent administrative skills and ability to analyses data and produce data driven actions
Challenging work in a dynamic international environment and great potential for development
Cooperation and possibility to exchange knowledge with a team of professionals from global company
Friendly office space
Industry: BPO/ IT Outsourcing
Location: Poznań , Grunwald
Salary: up to 15 000 PLN Gross
Contract type: Employment contract (6 months + indefinite contract)
Project language: English, German
Responsibilities:Follow the day-to-day service delivery for the customer, acts as a contact for escalations or problem solving related to the service or /and the team
Manage SLA and KPIs for delivered services.
Create content accurate service reports and management reports. Use all CC tools that are relevant for your role.
Define and implement service process adjustments in the incident, change, problem and escalation process in close cooperation with the managers of the and the process downers.
Own service review meetings with service management and the customer or ensures regular participation in these meetings.
Ensure customer satisfaction through effective communication. You will be responsible for tracking all agreements made with Service Management and / or customer.
Drive employee development plans
Manage and support assigned team leaders in establishing and defining best practices. Drive team members development activities