11-01-2006 | EXPIRA LA 10-02-2006
Job expirat
The Romanian Expertise center will be responsible for the on-time and on-spec delivery of standard service components to the Advanced Customer Support across Europe, Middle East and Africa.
RESPONSIBILITIES:
* Leading role in setting up and staffing the team in Bucharest, Rumania
* Organisation of the work and teams around the ACS service components based on forecasted workload
* Collection of the EMEA ACS service forecasts on a quarterly basis
* Creation and maintenance of a Production plan based on Regional forecasts and service delivery plans.
* On-going delivery of the requested ACS service components according to the commitments made to the Regions
* Staffing and managing the operation at the correct level
* Skills development in order to deliver the service components at the highest possible quality
* Timely implementation of tools and processes
* Continuous improvement of service content, service quality and team productivity
* Implementation of Key Performance indicators to measure performance
* Regular reporting on on-time and on-specs delivery
* Active participation in definition and specification of new tools.
* Personal involvement in and commitment to customer satisfaction (Customers and Regional delivery managers
QUALIFICATIONS:
* Degree in Computer Science or equivalent industry experience with a strong emphasis on communication and management skills.
* 5-8 years in the Software Support industry with minimum 3 years in operational management roles.
* Working knowledge with the use of Oracle technologies.
* Practical experience of implementing new processes and tools as well as designing new operational procedures and related KPI¿s
* Strong experience at driving teams towards operational excellence
* Strong customer focus and deep aspiration to deliver customer satisfaction.
* Knowledge of the industry quality standards, ISO, BSI or ITIL.
* Experience at working with senior management of different organisations in an international context.
* Fluent in English and minimum one other language
Please submit your CV in ENglish! Thank you!
