Offer summary

Qualifications:

Fluent in English and German, both written and spoken., Basic knowledge of ITIL principles and practices., Strong communication and negotiation skills with a focus on customer service., Ability to collaborate effectively with multiple teams and stakeholders..

Key responsibilities:

Establish and maintain relationships with customers, acting as a liaison between teams and stakeholders.

Define and implement Service Level Agreements and communication matrices.

Oversee monthly reporting activities and coordinate regular Service Review Meetings.

Act as Transition Manager, managing transition activities and overseeing the transition lifecycle.

Job description

Company Description

Accesa is a leading technology company headquartered in Cluj-Napoca, with offices in Oradea and 20 years of experience in turning business challenges into opportunities and growth.

A value-driven organisation, it has established itself as a partner of choice for major brands in Retail, Manufacturing, Finance, and Banking. It covers the complete digital evolution journey of its customers, from ideation and requirements setup to software development and managed services solutions.

With more than 1,200 IT professionals, Accesa also has a fast-growing footprint, establishing itself as an employer of choice for IT professionals who are passionate about problem-solving through technology. Coming together in strong tech teams with a customer-centric approach, they enable businesses to grow, delivering value for our clients, partners, industry, and community.

About the project

We are working in an ITIL based model in a large range of client industries, providing multiple services across different Business Lines. Through this project you will gain experience in working in a flexible, multi-cultural and agile environment, as well as develop technical and interpersonal skills.

Your team

Our team was founded 5 years ago and is currently consisting of 5 ITIL certified Service Managers, working closely together in supporting our multiple client's long-term mission. We are a flexible, open-minded, friendly, supportive, result driven team, looking forward to sharing our knowledge and experience.

Job Description

We're looking for a Service Manager who can define, improve, communicate and implement service management processes, based on ITIL best practices.
At the moment, our client portfolio requires an English and German speaker, in order to enhance the reliability and value of our current services and processes.
As a Service Manager, you'll have the opportunity to facilitate the alignment of services with the client business processes and requirements, as well as their continual improvement through outreach with stakeholders and customers.

Responsibilities:

Create and maintain relations with the customers, as well as act as a liaison between teams and customers/stakeholders
Define Service Level Agreements, RACI, Communication and Escalation Matrix
Implement, define, communicate and improve Service Management processes (such as: Service Request, Incident, Problem & Change Management), as well as offer support and guidance to our delivery teams and customers/stakeholders.
Oversee and create monthly reporting activities for different projects/clients, as well as coordinate regular Service Review Meetings
Act as Transition Manager within different projects, by creating the transition plan, managing transition activities, perform overall governance and oversee the entire transition lifecycle

Qualifications

Excellent English and German skills, both in writing and speaking
Basic ITIL awareness and operational knowledge
Assertive communication skills
Demonstrated focus on customer service, user experience and delivery of organizational priorities
Negotiation and time management skills
Ability to efficiently collaborate with multiple teams and stakeholders
Outside the box and strategic thinker
Organized, pressure resilient, open to change

Additional Information

Enjoy our holistic benefits program that covers the four pillars that we believe come together to support our wellbeing, covering social, physical, emotional wellbeing, as well as work-life fusion.

Physical: premium medical package for both our colleagues and their children, dental coverage up to a yearly amount, eyeglasses reimbursement every two years, voucher for sport equipment expenses, in-house personal trainer