Service Delivery Consultant - (ZY67)

Service Delivery Consultant - (ZY67)

05 ene
|
Importante empresa
|
Barcelona

05 ene

Importante empresa

Barcelona

SERVICE DELIVERY CONSULTANT



Mission



Working in our office in Barcelona and reporting to the IT Digital Workplace Manager, the Service Delivery Consultant must ensure that all IT digital end-users services are well managed and supported. Ensuring the delivery of the digital IT services to the business and users is in line with agreed service levels. Multi tasked and proactive, she/he is always working on different topics and sometimes in situation of emergency.

Responsabilities / Key tasks

Ensuring the delivery of the digital IT services to the business and users is in line with agreed service levels. Act as escalation point for incident management,

own incident escalations and coordinate to resolution including customer and stakeholder communications, root cause analyses, and follow up.Interface with customer representatives for ongoing service engagement, discussion on service levels, incident follow ups, and new opportunities. Maintain positive relationships with customers and stakeholders. Follow up of the IT assets: inventory, location, respect of guidelines, external services.Utilize the Service Desk Management System (Service Now) to maintain incident and service level metrics, trend reports, and systems availability statistics; share results with key stakeholders; participate in disaster recovery and business continuity exercises.Manage daily Helpdesk on-site operations, ensure the on-site proximity team is completing support tickets in a timely and professional manner. Publish and explain Service Reports (Dashboards) to rest of IT teams and business. Manage regular Service Review Meetings.Setup of SLA's with services suppliers to ensure service quality continuity. Support to local events (internal meetings, video conferences …) and VIP requests.Manage the flows of users’ master data across different IT systems ensuring their data quality and accuracy



Experience



Experience in Consulting or Project Management in technology projects.At least 5 years managing IT support and service delivery.Implemented self-service platform: previous usage / administration / activation of ITSM toolset, especially ServiceNow.Previous experience in managing major incident management, incident and request management, SLA management, problem management, change management.



Education



Degree in Computer Science, Engineering or similar.



Languages



English is a must.



Competencies



Advanced knowledge of ITIL Service Operation processes, and broad understanding for the rest of ITIL framework processes to at least an ITIL foundation level.Good problem-solving skills as IT Tier 2/3 escalation. Excellent support and communication.Excellent written and spoken communication level.Strong organizational and time management skills.



Specific Knowledge Required



Specific knowledge of IT Infrastructure, Communications and Workstations. Microsoft Environments: Office 365, Windows Server, Exchange, Active DirectoryOffice tools: advanced level of PowerPoint and Excel.Microsoft SharePoint.Service Now (incidents, requests, changes, reporting).ITIL / Microsoft Certifications appreciated.



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