Tasks
- Service Management activities, as support for Service Managers
- Regular communication internally within the project team and externally with the customer
- Escalation Management regarding tickets or general issues; set up alignment calls with the customer
- Reporting: KPIs, number of critical tickets, spent effort to be sent directly to the customer, creating status reports for customers/project team
- Verification of activity reports
- SLA monitoring and quality controls in relation to incident, change or problem management
- Resource planning within the project team
- Setting up and maintaining on-call duty plans
- Managing of 3rd parties; monitoring and reporting of 3rd party performance
- Knowledge Management: creating and maintaining procedures for existing processes
Qualifications
- Communication skills that allow you to inform, help and advise customers clearly and to liaise effectively within the project team
- Problem-solving skills
- Attention to details, as your managed reports will have a direct impact on the project controlling and also on the customer communication
- Very good organizational and planning skills to coordinate the project team, as well as to assist the Service Manager or the customer directly
- Know-how of / Certification in ITIL practices can be an advantage
- Very good knowledge of German language is a must
