TR - Subtower Manager - Servicedesk

Job Description

Atos is a global leader in digital transformation with 120000 employees in 73 countries and annual revenue of 13 billion euros. European n° 1 and key player worldwide in Cloud, Cybersecurity and High-performance Computing, Atos is the Worldwide Information Technology Partner for the Olympic Games and serves clients across all business sectors. For more information go to atos.net .

WSDS ServiceDesk Sub-tower Manager

We are looking for a Sub-tower Manager who will have the following responsibilities:

• Responsible for the services delivered from Servicedesk for all accounts
• Supports Service Delivery management in terms of operation to gain understanding of the client, the contract, the business context and the priorities of the account
• Supports new service or new account readiness review escalations
• Orchestrates end to end services for the tower, and for all other towers as needed to deliver service (top of stack principle)
• As a member of the Account Service Team, the single interface to the SDM for the Tower, wherever the services are run (onshore & offshore
• Ensures that the critical operating tasks are successfully managed along the contract lifecycle through implementation of the relevant policies and standards in compliance with security policies
• Creates strong cooperation with SMC to ensure that customer is operating using standard methods and tools whenever applicable, requesting SDM support when a change is customer requested/required
• Ensures the provisioning of daily/weekly account dashboards
• Ensures proper volume forecast and volume evolution is communicated between account and delivery for proper reporting and internal billing
• Responsible for creating or validating the solution part of limited upselling proposals (within delegation (volume, risk, standardization))
• Ensures up to date Service and internal Purchase Orders
• Attends the service reviews and undertake the appropriate actions
• Responsible for the account operations, service processes usage, capacity planning & business backlog within the Tower, scope & evolution requests
• For all significant changes and implementations, drives the completion of the service acceptance, technical assurance, volume forecast and handover processes
• Ensures that all new services and accounts are managed via the acceptance management process, escalating all non compliance to avoid impact to Client and Delivery capability.
• Management of the (continuous) Service Improvement Plan

Background & Experience:

• Business or IT related bachelor’s degree or related work experience
• Proven leadership background
• Strong interpersonal skills, a demonstrated ability to build strong relationships in a liaison role with IT personnel at all levels, and the ability to clearly articulate technology topics within all levels of an organization
• Demonstrated background functioning in complex and challenging customer environments while maintaining the ability to influence change and negotiate mutual beneficial solutions and understandings.
• Excellent organizational, strategic/tactical planning and team management experience
• Customer relationship management experience
• Project / program management and quality control background
• Experience with business software
• Strong understanding of IT Service Management frameworks like ITIL, etc.

Your Application
If you wish to apply for this position, please click below to complete our online application form and attach your CV in either Word, rtf or text format.
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