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VW Financial - Service Request Fulfillment Manager (DE)
[1374]
We are looking for a Service Request Fulfillment Manager The Service Request Fulfillment manager is involved with the activities which go into fulfilling the Service Request. RESPONSIBILITIES ·Plan for fulfillment of activities related to the Service Request ·Preparing the list of standard service requests that can be fulfilled through service request fulfillment process ·Check for dependencies of the Service Request and work with service desk to get clarification ·Ensuring that all Service Requests are addressed and resolved within the service levels agreed ·Creating the self-help tools and automate the processes for quicker delivery of the service ·Agree and document the list of service requests and standard changes periodically with the customer ·Define work flows for the standard changes ·Work with the Information Security Manager for Access related service requests ·Analyze the service requests and report on the fulfillment achievement ·Work with the different 2nd level support groups and agree the fulfillment aspects for specific service requests which require their intervention KEY SKILLS AND COMPETENCIES ·Knowledge and experience of contract and/or supplier management roles (how it ties into Service Level Agreements (SLAs)) ·ITIL 4 Foundation Level Training & knowledge required ·Excellent people management and administrative skills ·Good understanding of statistical and analytical principles and processes ·Good presentational skills ·The ability to interact successfully with all levels of the Customer and IT provider organization ·Good negotiating and facilitation skills ·Strong staff management skills ·Client service oriented ·Effective communication skills ·Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa ·Innovative in respect of service quality and ways in which it can be improved within the bounds of the organization’s limits (resource, budgetary, legal etc) Have we piqued your interest? Then please contact Kerstin Pidde or Frank Giese.
- Plan for fulfillment of activities related to the Service Request
- Preparing the list of standard service requests that can be fulfilled through service request fulfillment process
- Check for dependencies of the Service Request and work with service desk to get clarification
- Ensuring that all Service Requests are addressed and resolved within the service levels agreed
- Creating the self-help tools and automate the processes for quicker delivery of the service
- Agree and document the list of service requests and standard changes periodically with the customer
- Define work flows for the standard changes
- Work with the Information Security Manager for Access related service requests
- Analyze the service requests and report on the fulfillment achievement
- Work with the different 2nd level support groups and agree the fulfillment aspects for specific service requests which require their intervention
- Knowledge and experience of contract and/or supplier management roles (how it ties into Service Level Agreements (SLAs))
- ITIL 4 Foundation Level Training & knowledge required
- Excellent people management and administrative skills
- Good understanding of statistical and analytical principles and processes
- Good presentational skills
- The ability to interact successfully with all levels of the Customer and IT provider organization
- Good negotiating and facilitation skills
- Strong staff management skills
- Client service oriented
- Effective communication skills
- Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa
- Innovative in respect of service quality and ways in which it can be improved within the bounds of the organization’s limits (resource, budgetary, legal etc)