Service Manager
Aeven A/S
Join our team in Aeven, where we are building one of Denmark's most solid IT infrastructure brands and be a key player bringing together and operating a new state of the art 24/7 SPOC.
We are seeking a highly skilled and motivated Service Manager to oversee and coordinate the operations of our new 24/7 SPOC in Prague. As a Service Manager, you will be responsible for ensuring an efficient delivery of services to our clients. Your role will involve overseeing daily operations, ensuring correct processes are followed, maintaining service quality standards, handling customer escalations, driving continual improvements and reporting to customers.
This is a critical position within our organization, requiring strong operational experience, communication skills and a customer-centric mindset.
Responsibilities:
- Take a leading role in onboarding team members and implementing processes prior to “go live”.
- Oversee the overall service delivery process, knowing the customer contracts and their individual requirements, ensuring adherence to service level agreements (SLAs).
- Monitor service metrics and key performance indicators (KPIs) to identify areas for improvement and take proactive measures to optimize service delivery.
- Collaborate with cross-functional teams to resolve complex service issues and ensure timely resolution of customer escalations.
- Keep a proactive dialogue with customers, gather feedback and address concerns to improve our service.
- Ensure that all reports are produced accurately and delivered on time.
- Make certain that ITSM processes are followed and aligned with industry best practices.
- Create and maintain strong relationships with key stakeholders, acting as a primary contact point, internally and for customer inquiries, concerns, and escalations.
Qualifications:
- Bachelor's degree in a relevant field or equivalent work experience.
- Proven experience in IT services or similar technical environments in general and operational single point of contact specifically.
- Experience developing and implementing new services is a strong advantage.
- Excellent communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders.
- Familiarity with IT service management frameworks e.g., ITIL, incident management tools and processes.
- Relevant certifications (e.g., ITIL) are a plus.
- Team player and experience with operational leadership.
Employee Benefits:
- 6 weeks of paid time off per year
- 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: Østmarken 3a, Søborg
Lokation: Prague
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