Schneider Electric DMS NS provides continuous improvement in knowledge and career and specialization in country and abroad, within the activities of the Company. We strive to create a supportive environment that allows professional development and realization of personal ambitions. At the same time, we foster a culture of teamwork because of the synergy reached by combined potentials. Due to constant growth of the Company’s business, we are looking for an employee in Novi Sad for the following position:
Schneider Electric DMS NS provides continuous improvement in knowledge and career and specialization in country and abroad, within the activities of the Company. We strive to create a supportive environment that allows professional development and realization of personal ambitions. At the same time, we foster a culture of teamwork because of the synergy reached by combined potentials. Due to constant growth of the Company’s business, we are looking for an employee in Novi Sad for the following position:
SERVICE PRODUCTION MANAGER
Location: Novi Sad
The ideal candidate hired into this position should have the following competencies and experience:
- Technical or organizational degree or associate’s degree and equivalent combination of formal and informal education, training and experience that provides the required knowledge, skills and abilities.
- 5 or more years of related technical and managerial experience in a Service delivery environment, supporting various IT Services and IT Equipment (Hardware, System Software, Networking and Applications).
- Service design and delivery experience for external Customers is desirable.
- IT Service Management knowledge:
- Must have or obtain ITIL v3 Foundation / Practitioner Certification within 60 days of employment date, ITIL Intermediate Certification within 180 days of employment date.
- Management skills to successfully perform the planning, directing, reporting and administrative responsibilities of this position.
- Decision making skills concerning Service delivery function and associated processes and procedures, with a proven record of completing tasks and/or project within defined scope, budget and schedule.
Your Responsibilities:
- Acts as an interface between Support and Maintenance Department and other internal Departments.
- Accountable for preparing internal preconditions for meeting external Customer’s Service Level Agreements established by Support and Maintenance Department.
- Accountable for and the owner of the following processes:
- Service Catalog management
- Service Level management
- Capacity management
- Availability management
- Security management
- Continuity management
- Problem management
- Knowledge management
- Responsible for assuring standards and processes are followed to provide excellent, efficient and timely Customer services on a 24x7 basis.
- Manages multiple high priority initiatives in a fast paced highly technical environment.
- Coordinates work between different internal Departments to ensure adequate service delivery.
- Maintains a central source of information enabling Service Delivery staff and other technical groups to recover service outages with minimal disruption to expected service levels.
- Measuring, Reporting and Communication:
- Designs measurement methods and conducts regular measuring of all assigned processes.
- Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids for all assigned processes are completed and continually modified to meet the needs of the Customers and Support and Maintenance Department.
- Serves as the internal Management contact for all Service production related issues.
- Interfaces with internal Departments and staff, by using a high degree of tact and diplomacy to promote a positive image of Support and Maintenance Department.
- Ensures that effective Service Delivery representation takes place for the coordination of work processes and projects with other internal Departments.
- Problem solving:
- Invokes problem escalation procedures to coordinate service recovery.
- Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
- Monitors escalated problems and follows up with assigned personnel to ensure timely resolution of problems.
- Participates in Support and Maintenance problem resolution process.
- Solves operational problems in a professional manner and makes decisions on a daily basis relative to Service Delivery responsibilities.
- Continual Service Improvement:
- Makes improvement decisions and ensures that decisions made to improve the overall services delivered to the Customers are continually carried out.
- Assists in the development and implementation of quality improvement programs for Support and Maintenance Department.
- Accurately communicates relevant improvement information in both directions (to Support and Maintenance Department and to other internal Departments).
- Undertakes necessary actions to create a work environment that lends itself to the best interests of Support and Maintenance Department and different internal Departments.
- Skills development:
- Maintains competency and enhances professional growth and development through continuing education and conferences.
- Contributes to Support and Maintenance departmental productivity and development objectives by participating in training programs.
- Meets with internal and external technology Roles, attends seminars and reads industry related publications to remain up-to-date of general IT and specific ADMS related technology.
- Performs other duties and responsibilities as assigned by Head of Support and Maintenance Department.
- Foster a culture of operational excellence by fulfilling administrative requests.
Successful Candidate must be able to:
- Demonstrate strong interpersonal communication and negotiation skills.
- Provide leadership by projecting a positive attitude.
- Successfully perform the planning, directing, delivering, reporting and administrative responsibilities of this position.
- Replace Service Desk Manager on basic service delivery operations.
- Have strong written and verbal communication skills required to present Service production plans and activities to internal individuals and groups, in both Serbian and English language.
- Speak to individuals or groups of people with self-confidence, voice control and confidence.
- Write using standard business convention in both Serbian and English language.
- Communicate effectively and efficiently in Serbian and English language using whatever communication device or system is required (telephone, video and voice conferencing, communicator, e-mail…).
- Respond adequately to inquiries or complaints.
- Perform under stress, deal with persons acting under stress and adapt when confronted with emergency situations.
- Be aware of / sensitive to cultural differences among individuals and groups of persons.
- Deal with people beyond giving and receiving instructions.
- Able to network, build and maintain effective working relationships within an organization to establish credibility and understanding with cross-functional teams.
- Prepare, read, comprehend and analyze a variety of complex forms, reports, spreadsheets, maps, plans, records, documentation and correspondence required by the job in Serbian and English languages.
- Use/interpret job related terminology, mathematical formulas and functions effectively and efficiently.
- Apply principles of logical or scientific thinking to define problems, collect data, establish facts and draw valid conclusions.
- Operate/use a variety of job specific software (MS Office and other Web based IT and Service Desk Tools) and equipment.
- Walk, stand, bend, balance, grasp, sit, talk, phone, read, write and type for extended periods of time.
What we offer:
- Positions with permanent status in the fastest growing IT company in Novi Sad
- Stable, supportive and friendly work environment, great team with experienced and helpful colleagues
- Challenging projects in cooperation with external and internal clients, utilizing latest technologies
Only shortlisted candidates will be contacted.
Deadline for applications: 18.02.2017.
