Service Desk Manager (German / English) in Bucuresti

    YOUR ROLE - THIS IS WAITING FOR YOU Are you an IT services professional and a strong customer and service orientation is in your blood? Then you've come to the right place by joining our Application Management team! To create sustainable customer relationships, we incorporate our own developments and third-party software into our application management after the project has been completed. As a team, we ensure the smooth operation of the software as well as the further care, maintenance, and further development of the product.  You are the first point of contact for our B2B customers and are responsible for internal communication at the company and operational levels .   Your area of ​​responsibility also includes: Checking customer requests, categorizing and coordinating processes within the team, and ensuring that they are successfully implemented;  This way you control customer satisfaction. Management of SLAs, notification and escalation processes, and being a Single Point of Contact for service clarifications Driving collaboration of cross-functional teams, ensuring an end-to-end „service mentality“ through the entire delivery chain In the interface function, you will recognize the challenges and opportunities of our customers within the adesso group with a  focus on CMS, bases, and infrastructure. You know the customer's IT landscape and, together with your team,  ensure contract-compliant system operation. Managing and controlling service level agreements is routine for you. Your  team sets standards for processes and you drive them forward in existing and future projects. You  recognize the potential for optimization and improvement and actively derive measures.   YOUR SKILLS - THIS IS WHAT YOU BRING WITH YOU Relevant studies or training in the  IT environment and corresponding practical professional experience Experience in AMS / Call Center operations Experience in working with  waterfall, agile, scrum or hybrid project management frameworks Experience in  managing and providing IT services Ideally knowledge of  project management methods Very strong  customer, service, and team orientation Confident appearance and confidence in customer communication High  technical competence and analytical skills Ideally, an understanding of the interaction of web technologies, content management systems, as well as the Linux operating system and bases Basic understanding of DevOps Very good German and good English skills, both spoken and written   Our commitment to you An established business with the soul of a Startup A digital workplace experience with flexible working hours Agile & lean organization: Optimized work processes to eliminate waste & and horizontal hierarchy Remote work anywhere in Romania Global mobility & and international rotation Competitive salary, private health insurance, and comprehensive benefits A bonus system based on company and individual contributions Structured professional development with both soft and technical training programs, workshop opportunities & and language learning support   About adesso Romania adesso is providing IT delivery, consultancy and software solutions with international teams. The new subsidiary, adesso Romania, is based in Bucharest. It is to begin supporting adesso’s international delivery network (www.adesso-smartshore.com) in staffing and logistical terms effective immediately. Around 600 of the more than 10000 employees in the adesso Group already work for customers in Europe at adesso’s SmartShore locations in Turkey, Bulgaria and Spain. Main technology stack is Java, .NET, FE, Mobile App Development, MS Power Platform, and DevOps. The IT experts work on digitalization projects as part of international project teams. Some of their work is done on-premises at customer locations – especially in the German-speaking countries – but some are also performed through virtual collaboration from adesso’s individual SmartShore offices in Istanbul, Sofia, Barcelona, Madrid, and Jerez.