Service Manager

Filed under: Kraków | Kadra Zarządzająca

Our Client is IG Know How Limited producer of trading platform available on and mobile devices. The company has offices in 17 countries across five continents, servicing over 125,000 active clients worldwide. IG opened its new branch (R&D Center) in Krakow in 2015 and is to hire around 150 IT and Marketing Specialists for new projects and creating new products. It is highly innovative company with strong position on the market, working with new technologies in end-to-end Scrum methodology with best infrastructure and emerging technologies. If you are looking for the fast career development and extended learning opportunities, apply for the position of:
Service Manager
Ref. No: 5488
Region: Kraków, małopolskie
Requirements:
Minimum 2 years Service Management process ownership, 5+ years Service Management experience
Foundation Certification essential
ITIL Practitioner Certification desirable; ITIL processes and terminology consistent with having attended an ITIL Foundation level course
Experience of working in a global organization
Experience of delivering within a multiple service support team, in a complex business environment
Eager to learn and quick to learn
Attention to detail
Problem solving and analytical skills
Excellent written and verbal communication skills
Ability to lead technical conversations with various technical support groups
Calm under pressure through demanding challenges

Responsibilities:
Own the Incident, Problem and Change processes alongside the Application Support Team / Incident Managers
Working with the Development and Production Teams to ensure Incidents are resolved and Changes are closed in a timely manner and with the correct information
Work with the Application Support team / Incident Managers post Incident review to ensure Problem Records are created and tasks allocated with completion dates
Periodically review problem records to ensure actions are being address to reduce the risk of Incident reoccurrence
Maintain accurate & up to date records of Incident Management processes and activities at all times. Seek improvements to ensure that lessons are learnt from Incidents and that any work required to prevent a future reoccurrence
Functions as subject matter expert in Problem Management, root cause analysis methodologies and issue resolution
Chair weekly Post Implementation Reviews and Service Degradation meetings, and provide actions and outcomes
Identify trends with Incidents and Problems and work pro-actively to reduce risk of system issues
Work with the IT Teams to help build out the Configuration Management process and CMDB
Delivering Problem Management metrics and using them to drive continual service improvement
Ability to lead technical conversations with various technical support groups
Deliver clear and accurate communication

We offer:
A possibility of taking part in setting up a new marketing and IT departments in Poland
Participation in interesting and challenging projects in global structures
Opportunity to develop and broaden skills
Attractive salary, bonuses and benefits package
Pleasant working atmosphere