Position: Middle/Senior Service Manager
Company: Miratech
Category: Support
Experience required: 3y
English level: intermediate
Published: 2022-07-01T00:00:00+03:00

**Responsibilities:**
Management of the service quality level for all suppliers in the territory of regional offices
Defining and reviewing service models, providers, and SLAs for all locally consumed IT services (Infrastructure, Application, and End User services).
Reviewing the service performance against SLAs/OLAs and running respective Service Review meetings with local and global service providers.
Identifying service improvement areas and driving Service Improvement Plans.
Ensuring sufficient licensing and adherence of necessary Security, GDPR, SOx, and any other compliance standards in collaboration with IDT Security and other global support units. Owning and tracking the delivery of any required remediation activities.
Coordinating critical issues and troubleshooting for severe incidents
Owning and managing the local IT budget.
Business releases testing.
Building relationships with suppliers/vendors.
IT Departments Policies development and their implementation.
eNPS survey: making appropriate changes according to survey results.
Awareness of the users about global company activities.
A combined work model is required: both remotely and in the office. Mostly - remotely, but it is required to visit the client's office - the Kyiv representative office in Ukraine 1-2 times a week starting from October.

**Qualifications**
3+ years of experience in the relevant position
Understanding of the Customer's business and how IT contributes to the delivery of that product or service
Relationship Management skills
Excellent communication and negotiation skills
Ability to interact successfully with all levels of the Customer and IT Provider organization
Ability to translate the business requirements provided by the customer representatives into service level requests for the service providers
Understanding of the service management processes
Understanding of the service level management procedures – negotiating, agreeing, and maintaining
Initiating any actions required to maintain or improve service levels
Budgeting
Conducting annual (as appropriate) reviews of the entire Service Level process and negotiating, agreeing, and controlling any amendments necessary
Ability to apply the knowledge gained effectively


Additional Information
We offer
Strong career opportunities for professionals
A variety of international projects and mobility across projects
Professional development support and professional certification opportunities
Competitive compensation, advanced bonus systems
Flexible working schedule with a remote possibility
Corporate, social and cultural events