Project Manager (Client Operations & Service Management)

Aufgaben, Kompetenzen und Verantwortung

Role: Project Manager (Client Operations & Service Management)

Employment Type: full-time permanent

Location: Erlangen, Germany

Languages: English & German

 

Role Description:

You will be working as Client Operations & Service Manager and responsible for managing and delivering services at agreed levels to business users and customers. You also need to manage technology and Infrastructure which will be used to deliver the good quality of service. It includes the processes of event management, incident management, request fulfilment, problem management, and resource management.

 

Scope of Services:

Take end-to-end bottom-line responsibility for service right from transition to the day-to-day task that needs to be delivered to customers in good quality. Prepare process documentation, SOW/Metric determination, process training certification with the objective of achieving the business objective of the engagement within norms and guidelines of Client. Take complete ownership of people and their performance management in the project with the objective of ensuring the highest levels of services offerings. Will be the single point of contact for communication, escalation and reporting.

 

Activities:

  • Event management
  • Incident management
  • Problem management
  • Resource management
  • Customer Relationship Management
  • Automation
  • Process Improvement
  • Documentation
  • Onboarding new Applications
  • Escalation Management

 

Qualifications/Experience

  • Education: University degree with focus on IT or equivalent.

 

  • Experience: Minimum 10 years in Software Engineering in IT with 2 years in Operation
  • And service Management.

 

  • He/ She should have understanding of ITIL framework.

 

  • Technical Skills (must-have): Java/.Net one programming knowledge, SQL/NoSQL databases

 

  • Domain Skills (must-have): Retail domain knowledge

 

Soft Skills:

  • Strong analytical and problem-solving skills
  • Strong interpersonal and communication skills
  • Understanding of different culture
  • Automation/Documentation/Communication (Jira/Confluence): Mindset to automate what can be automated, document what can be reused and communicate to all stakeholders

 

K&K Social resources & development GmbH, is an international recruiting agency who is providing technical resources in European region since 1993. This position is for our client who is actively hiring candidates.