For the leading European and worldwide manufacturer of ATMs and payment systems, with over 63 years of experience (25 years in Poland) in the industry, we are looking for:

Service Manager Software Maintenance and Support

Katowice
18110035

Obowiązki

Business Development role:
- GC contact for area Sales/Account managers regarding the SW Maintenance and Support offering (cost calculation, processes, supportmodel/delivery)
- Ensuring the area Sales/Account managers understand (and use) the SW Maintenance and Support corporate guidelines in terms of Support model, Pricing and related contract templates
- Deliver input in pre-sales/review sessions to ensure M&S offer is a healthy/feasible offer from P&L and delivery perspective. Key points:
  - Cost calculation is based on standard M&S costing model with realistic input/parameters
  - Support model (L1, L2, L3) fits the requirements of the customer
  - SLA proposed can be achieved
  - Agreements regarding transition from project to M&S is in place
- Act as Escalation manager during critical escalations ensuring progress and clear communications between area/customer, Global/HQ and GC team(s)
- Responsible for the overall quality of the SW M&S delivery by GC
- (Monthly) reporting on tickets (received, closed, backlog, time spend etc) vs agreed KPI's towards areas and HQ/Global
- (Monthly) Management reporting on pre-sales activities, Financials, forecast, operational issues, resourcing, (continuous) improvement plans etc

Operational role (in close cooperation with Support team in Wroclaw)

Ensuring tickets are solved in compliance with agreed SLA's
Managing M&S resources on day-to-day basis ensuring
- Availability
- Up-to-date knowledge
- Quality of delivery
- Correct booking of hours spend
Act as Escalation manager during critical escalations ensuring progress and clear communications between area/customer, HQ and GC team(s)
Responsible for the overall quality of the SW M&S delivery by GC
(Monthly) reporting on tickets (received, closed, backlog, time spend etc) vs agreed KPI's, towards areas and HQ/Global

Ensuring M&S activities is executed according to corporate processes for software deliveries

Wymagania

At least 5 years of team management experience in software delivery/software maintenance&support
Experience in Pre-Sales/Business Development
Project Management experience
Experience in working within a Global organization
Excellent client facing and internal communication skills
Excellent written and verbal communication skills (English)
Critical thinking and problem solving skills
ITIL V3 Foundation certificate

Mile widziane:

Technical background (QA/SW Development)
Experience in Agile/SCRUM methodology
Retail knowledge
Additional languages (French / Italian / German / Spanish)
A recognised qualification in a project management methodology (e.g. Prince2, PMP, etc.)

Oferujemy

Multicultural work environment
Working in a dynamic, global organization
International assignments and projects
Private medical care with family option
Life and accident insurance
Multisport (with partner, friend and child option)

Aplikuj

Service Manager Software Maintenance and Support

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