Senior IT Operations Manager

Key activities:

• Operational management of the Service Desk providing leadership and direction to Operations Managers and Service Desk Team Managers.
• Develops an effective operation within the Service Desk, managing SLA, action plans and controls, assisting, and developing professionalism of the support teams, detecting, and using people’s skills and talents appropriately, structuring the area and organisation of work.
• Manages the resourcing and workflow of the Service Desk teams in order to achieve required Service Levels and Customer Satisfaction. 
• Establishes a quality working relationship with Account Teams, Customers, Suppliers, Colleagues and other Fujitsu departments in order to ensure quality and timely fulfilment of Services delivered by the Service Desk.
• Promotes Continuous Improvement principles through Service Desk results and reinforces impact with account teams and customers.
• Owns and accepts responsibility for escalation of Service Desk capability issues. 
• Owns service risk and productivity improvements to support operations in order to create a ‘best in class’ service and prevent exposure of Fujitsu to Customer claims. 
• Monitors work and reports on progress against service level, cost, time, specification, as appropriate. Intervening to achieve required result. 
• Manages the group within budgetary constraints (e.g. Calls per day, Staff Utilisation, time to fix a problem).
• Ensures best practices are deployed upon the Service Desk.

Requirements:

• 5+ years of relevant experience in IT management, al least 3 years as Operations Manager
• Strong leadership skills & experience in managing and providing guidance, coaching, and support to ensure the team is equipped with the necessary skills, knowledge, and empowerment to deliver high-quality services to clients
• Extensive experience building customer relationships at a senior level
• Extensive knowledge of the ITIL standards & practices
• Excellent English and written and oral communication skills 
• Financial management
• Risk management
• Ability to influence others
• Strategic Thinker

Benefits for you:

• Company car
• Yearly bonus
• Private medical healthcare         
• Group life insurance
• Mental health & well-being support
• MyBenefit cafeteria       
• Holiday allowance „Wczasy pod gruszą”
• Free language courses – English, German, Japanese
• Responsible business initiatives
• Employee referral program