Job expirat
Overall Job Purpose:
The purpose of this role is to ensure the delivery of service desk based services from SCC Romania to SLA on behalf of various SCC countries. Specifically this role is also responsible for the management of the SCC Romania service delivery team and of the customer service relationships where service is delivered by this team.
Main Objectives and Duties:
- Management of the SCC Romania Service Desk services to the advised customers SLAs
- Liaison with SCC and Business Partner in-country service delivery teams to ensure delivery of the end-to-end service SLA
- Management of the SCC Romania service team
- Ensure service profitability
- Maintenance and monitoring of customer satisfaction levels
- Ensure production of the management reports necessary to achieve and to demonstrate achievement of the SLAs and customer satisfaction targets
- Act as a point of liaison and communication with the in-country service teams and the international service desk customers
- Liaise with the International Services Development Team in order to develop and improve the service.
- Any other duties as assigned by your line manager.
Skills, Knowledge and Experience:
- Experience of management in a service desk environment is essential. It would be preferable if at least part of this experience was in an international role.
- Experience of process and commercial analysis in an operational environment is essential as a part of the role is to monitor performance and make recommendations for improvement.
- Well developed communication skills are essential for this position as it is a key liaison point with various SCC country service teams and our international customers and our Business Partners.
- Communication will be required with all levels of staff and customers, through presentation, documentation and conversation.
- A broad technical experience providing knowledge of desktop and mid-range architecture, software, peripherals and networking technologies is highly desirable.
- They should be a good team player, able to build strong internal and external relationships and instil confidence in SCC and partner staff alike.
- Written and spoken fluency in Romanian (or Italian with a willingness to learn Romanian) and English is essential. Fluency in any other European languages will be a distinct advantage.
Qualifications Required:
- The successful candidate is likely to have be a graduate in sciences, maths or business disciplines. These qualifications are not specifically required for the role but are taken as an indication of training in a logical/analytical approach
- Interested to relocate and work at our headquarter in Iasi.
- Professional and pleasant working environment within a multinational company
- Competitive salary
- Periodical, intensive and free technical training
- First-class working conditions, latest hardware available
Specialist Computer Center (www.scc.com), the pan-European technology integrator and services provider, with 28 year history of successful growth, has developed from an initial investment in the UK of 3,000 euros into a 3 billion euro turnover business with leading positions in eight key European markets and business partners in over 60 countries.
SCC has always followed a clear vision and strategy to align our propositions with our customers\' business requirements.
\"Our vision is to be one of the world¿s top 20 IT service providers by 2008, offering unsurpassed IT services to the world¿s leading companies\".
SCC Enterprise Solutions help the customers to design and deliver critical IT infrastructure. SCC drives cost reduction and performance improvement around network assets, across enterprise infrastructure, through a unique ¿can do¿ culture, wherever our customers do business.
Our business is about people, about high service content, about a quality approach and, above all, about honest and professional engagement.
Our people share the benefits and values of a single, unified, European family. We understand the needs of our customers, adapt quickly to change, and deliver the services and support their need, across Europe and beyond.
Driving a consistently unrivalled quality of service requires SCC\'s employees to share the following set of values:
- INDEPENDENCE - freedom of choice;
- LEADERSHIP - ground breaking ideas;
- ACTION - delivery beyond expectations;
- FLEXIBILITY - tailored versatile solutions;
- COMMITMENT - considered long term solutions;
- TRUST - reliable honest partnership.
