Service Request Manager

Join Us as a Change and Service Request Manager - Drive Excellence in IT Services!
Are you ready to embrace a pivotal role that bridges our esteemed customers and our dynamic Global Projects team? Aeven is seeking a dedicated Change and Service Request Manager who is passionate about customer-centric approaches and process enhancements within Service and Change Request Management.

Why Aeven?
At Aeven, we're committed to transforming our customers' experiences by delivering top-notch services and optimizing processes. As a Change and Service Request Manager, you'll have the opportunity to drive customer satisfaction and contribute significantly to our global projects.

Your Responsibilities:
As a Change and Service Request Manager, your mission will be to enhance and streamline customer experiences by:

• Change Management Processes: Overseeing the change management lifecycle, from planning and approval to implementation, ensuring all changes are well-coordinated, controlled, and aligned with customer requirements.

• Processing Customer Requests: Skilfully handling various customer requests, including urgent enhancements, to ensure swift and effective execution.
• Collaborating with Architects: Engaging with our architectural team to assess and validate requests, aligning them with our customers' needs and expectations.
• Ownership and Performance Management: Demonstrating full ownership and accountability for requests while effectively managing key performance indicators to deliver outstanding results.
• Efficient Communication and Coordination: Facilitating seamless internal and external communication, meticulous planning, and coordination of implementation in close collaboration with our dedicated technicians.
• Decision-Making and Stakeholder Engagement: Making informed decisions to approve or reject requests, followed by clear and transparent communication to all relevant stakeholders.

Your Qualification and Experience

• Solid background in IT services or a similar technical environment, with experience in managing both change requests and customer service requests.
• In-depth knowledge of ITIL change management practices.
• Excellent communication and interpersonal abilities.
• Decision-making skills with the ability to assess and manage risks and ensure that changes and requests are implemented efficiently.

Employee benefits

• Up to 6 weeks of paid time off (5 weeks and the additional week of paid time-off is available after your first year of employment with Aeven)
• 5 sick days per year
• Flexible working hours
• Possibility to work from home
• Flexible cafeteria account for leisure (18,000 CZK per year) allowing you to use points for MultiSport, public transport tickets, or contribute to your pension savings
• Meal vouchers in the amount of 200 CZK per workday (Aeven covers 55%)
• Referral bonus (20,000 – 60,000 CZK)
• Free snacks on Mondays and monthly get-togethers
• Free fruits and vegetables every day
• Height-adjustable tables
• Co-working offices in Ostrava and Brno
• Czech language lessons
• Annual flu vaccination for free

Department:

Lokation: Prague