Service Delivery Manager Support
il y a 1 jour
ABAKUS IT SOLUTIONS is looking for a dedicated and dynamic Service Delivery Manager Support to join our team and help us maintain our high standards of customer service and project management. As a Service Delivery Manager Support, you will be responsible for overseeing service delivery, ensuring compliance with all service level agreements (SLAs), and maintaining strong relationships with stakeholders. This role requires a proactive individual with excellent communication skills and a solid background in project and service management.
**Main Responsibilities**:
**Customer Service and Support**:
- Act as first-line customer support/helpdesk.
- Assign tasks to team members as needed and ensure timely follow-up.
**Stakeholder Engagement**:
- Develop and maintain strong relationships with stakeholders.
- Serve as the main point of contact.
- Contribute to engagement activities such as conferences, workshops, and meetings.
- Develop and maintain personas and stakeholder journey mapping.
***Service Delivery Management**:
- Support daily processing of the EBA, including purchase and travel requests.
- Monitor downloads and budget execution.
- Produce and generate reports, support the creation and maintenance of dashboards. Participate in weekly service delivery coordination meetings and daily update meetings.
**Data Accuracy and Control**:
- Regularly verify data accuracy in the training management system.
- Take corrective actions in case of data inaccuracies or tool malfunctions.
***Continuous Improvement**:
- Research and propose improvements for the efficiency and effectiveness of service delivery.
- Support standardization and automation initiatives.
***Required Qualifications**:
- A NATO SECRET security clearance.
- A bachelor's degree in a relevant field is required, with at least 2 years of experience, or over 6 years of relevant experience without a degree.
- Proven experience in service or project management, preferably in a training environment.
- A recognized project management certification, such as PRINCE2 or PMP, is required, although equivalent experience may also be considered.
- Proficiency in English, both written and spoken—an equivalent C1/Advanced level according to the Common European Framework of Reference for Languages.
- Excellent skills in Microsoft Office, especially advanced Excel.
- Strong analytical skills and experience with business intelligence tools like PowerBI.
- Excellent communication and relationship management skills.
- Experience in Agile project management and business development.
- Experience working with NATO agencies or in an international environment is highly desirable.
- Knowledge of NCI agency processes and tools, such as ServiceNow, EBA, and TMS.
- Familiarity with Lean Six Sigma principles and design thinking is a plus.
**Why Join Us?**:
At ABAKUS IT SOLUTIONS, we value innovation, teamwork, and commitment to excellence. We offer a dynamic work environment, opportunities for professional development, and the chance to make a significant impact in the IT services sector.
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