Offer description

preparation of professional parts of technical support offers in cooperation with the sales team
determining the scope of support services, costs and pricing proposals
assessing customer SLA requirements and drafting corresponding SLA documents
evaluation of compliance between customer SLA and subcontractor SLA
ensuring care for entrusted customers and managing their satisfaction
coordination of resolution of major incidents and escalation situations
regular reporting of SLA fulfillment, conducting customer meetings and proposing corrective measures
development and design of new services with an emphasis on Managed Services
cooperation across the company in setting up new services and service processes
Active search for business opportunities and support of the sales team

Requirements

at least 3 years of experience in a Service Manager position or similar ITSM role
practical knowledge of designing and managing SLA within IT services
excellent orientation in technical support and service delivery processes
basic knowledge of cost modeling and price quotation creation
knowledge of ITSM methodologies and standards, especially ITIL (at least Foundation) and ISO 20000
excellent knowledge of MS Excel and ability to work with tables, analyses and reports
active knowledge of English at level B2 for written and spoken communication
advantage
- experience with Helios Nephrite, CA ServiceDesk, CMDB or creating pivot tables
- experience in service design and creation of Managed Services catalog

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