Service Operations & Implementation Manager (Budapest)


Service Operations & Implementation Manager (Budapest)
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Service Operations &
Implementation Manager

Our client

Our client is a leading multinational information technology services and solutions company which operates in more than 100 countries worldwide. The company has a Global Services Center in Budapest which supports European clients in a variety of business services including a Help Desk Function.


- Lead several teams of IT Service Desk agents, through Supervisors assigned by Accounts
- Maximize performance against SLA's
- Overall measuring and monitoring of the Supervisors performance
- Responsible for development & improvement plans, talent identification & reviews with agents and Supervisors;
- Lead overall Managed Shared Service Centre (MSC) specific improvement projects
- On-board or off-board new clients from operation point of view by closely working together with the Transition team
- Drive SD operation modifications
- Cooperate with SDM
- Monitoring status of delivery
- Pro-actively managing the implementation of serviced
- Participation in conference calls, status meetings, face to face meetings with the customers, quality improvement initiatives with clients
- Serve as client advocate, escalation point and follow up the escalations, and primary interface for client


- Bachelor’s degree
- At least 3 years’ experience in service management and people management, preferably in an IT services or call center organization is a must
- At least 5 years of overall work experience in an outsourced IT delivery organization
- Senior Leadership experience (Manager of Supervisors/Team Leaders)
- Excellent verbal and written skills in English
- ITIL awareness
- ITSM knowledge
- Advanced knowledge of project management
- Excellent communication, negotiation and influencing skills
- Interpersonal sensitivity and responsiveness to customers
- Ability to communicate with customers at the senior management level
- Assertiveness, hands-on attitude


- ITIL awareness
- ITSM knowledge


This job offers you:

- Vibrant, open and friendly atmosphere
- Opportunity to be Involved in the brand new technological enviorment
- Attractive Compensation package (base salary + Cafeteria + bonus)
- Continuous learning and development
- Creative, fresh environment



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