Archiviertes Projekt: "Helpdesk and Service Management Specialist (m/f)" mit Kenntnissen in service management, itil, projektleiter

Für unseren internationalen Kunden suchen wir einen Helpdesk and Service Management Specialist (m/f) am Standort Berlin. The Helpdesk and Service Management Lead is responsible for Leading, Improving and Governing the Global Help Desk to support all IS/IT services. The Lead is also defining and monitoring the performance of services, delivered in-house and delivered by 3rd parties in close collaboration with the IS Partner Governance team. Day to day tasks include: Helpdesk Management Governs the BT Global Helpdesk Service provided by our partner, including the Service Integration part (i.e. the coordination of other 3rd parties delivering additional services) Ensure the proper performance and function of the Helpdesk jointly with the 3rd party provider Drive regular reviews and improvements of the global Helpdesk service Ensure proper reporting and tracking, define KPIs and SLAs and follow up on those Service Management Alignment of Service Levels contracted vs. delivered vs. requested Suggest, trigger and run service improvement activities Support the customer service based delivery model in IS and drive the partners to support this model and to act according to it on a day-to-day basis Work with IS Partner Governance to influence contractual relationships is the way to support the IS delivery This activity relates not only to external parties but as well to internal branches of IS (e.g. Competency Centers) Interface with IS Applications, IS Infrastructure, IS Partner Governance and 3rd parties and support the service delivery to the business Professional Requirements: 6 years professional experience IS Generalist knowledge ITIL Expert - experience / ITIL implementation experience Experience of implementing / using Helpdesk tools (Remedy or others) Experience with data analytics to cross reference and correlate data Experience of qualitative and quantative metrics on a business Strong knowledge of IS processes and best practices IS Service delivery, interfacing with business Management of parallel activities Ability to adapt easily to changes / flexibility Proven strong organization and strong planning skills Excellent priority management skills Proven good people management (with indirect influence) Ability to work through difficult relationships. Use knowledge of whos who to get things done. Communication capabilities with all levels of IS Management and Business management Excellent risk management skills Ability to speak and write business level English Ability and readiness to travel