Service Delivery Operations Lead in Constanţa

Tasks: Responsible for the quality of presented reports Responsible for service organization Responsible for service improvement and optimization Taking the role of Problem Coordinator, Major Incident Manager if such problems occur in the service Communication with service leaders (i.e.: Delivery Managers, Delivery Service Managers, Support Lead, Lead Developer) Responsible for the ongoing adaptation processes to Client’s needs Extending the cloud size Verification of the cloud technical level Responsible to set the on-call shifts for upcoming holidays Ensuring transfer of knowledge within the team so all team members are able to perform service tasks Ensuring that knowledge is appropriately documented Ensures process adherence in respective area and initiates corrective actions Ensures that tasks performed by the team are in compliance with procedures Responsible for the entire team’s performance in order to meet required SLAs and KPIs Ensure high satisfaction level of the stakeholders that we are working to Facilitates regular ORG CCB meetings by providing input and data for decision process Facilitates regular meetings with ORG owners/decision-makers by providing input and data for decision process Requirements: Demonstrates interpersonal, collaborative and commitment to operational excellence skills English at least at C1 level Experience in managing Salesforce-based services Excellent coordination, organizational and communication skills Proactive approach towards the managed area Able to prepare CSV documentation as per Client’s requirements such as DCRs, SRAs Able to drive the internal Platform Projects and act as Project Manager Offer: 100% remote work (meetings in the Client’s Warsaw office might happen from time to time + accidental trips to Germany to the client, like 1-2 per year) B2B via Experis MultiSport Plus Group insurance Medicover E-learning platform