Service Desk Manager - German Speaker - Permanent - Prague Robson Bale are looking for a German Speaking Service Desk Manager to come on board for a permanent opportunity in Prague. Permanent, Excellent salary Key Responsibilities: Lead and oversee the day-to-day operations of the service desk organization, including the enablement and coaching of service coordinators. Support the development and implementation of strategies to scale the service desk organization in line with the increasing volume of mandates and customer requirements. Collaborate with stakeholders to define service desk structure, processes, and service level agreements (SLAs) tailored to the needs of different customers. Manage and mentor a diverse, partly decentralized team of IT support technicians in multiple countries, fostering a culture of continuous improvement and process orientation. Monitor and manage performance metrics for the service desk organization, identifying areas for improvement and implementing corrective actions as necessary. Coordinate with other IT teams and departments to ensure seamless integration of service desk operations with broader IT service delivery. Stay up-to-date of emerging technologies and industry trends related to IT service desk and in IT service management, incorporating relevant innovations into service desk operations. Actively participate in hiring process of new team members and help evolve the evaluation and testing process for new hires Schedule shift rotations for different service desk services including 24/7 Requirements Proven experience in managing service desk operations, with a focus on structuring organizations for growth and scalability. Experience with leading a large 20+ shared service desk team Demonstrated ability to lead teams in a dynamic and fast-paced environment. Solid understanding of regulatory environments, eg in the pharmaceutical sector, to ensure compliance in IT service delivery. Strong understanding of IT service management principles and frameworks, with ITIL certification preferred. Excellent communication and stakeholder management skills, with fluency in English and German, Czech is a bonus. Experience with service desk tools and technologies for ticket management, service desk telephony and shift planning (eg ServiceDesk Plus, ServiceNow, Inopla). Proven track record of driving process improvements and delivering measurable results in service desk operations. Permanent, Excellent salary Service Desk Manager - German Speaker - Permanent - Prague
25/04/2024
Full time
Service Desk Manager - German Speaker - Permanent - Prague Robson Bale are looking for a German Speaking Service Desk Manager to come on board for a permanent opportunity in Prague. Permanent, Excellent salary Key Responsibilities: Lead and oversee the day-to-day operations of the service desk organization, including the enablement and coaching of service coordinators. Support the development and implementation of strategies to scale the service desk organization in line with the increasing volume of mandates and customer requirements. Collaborate with stakeholders to define service desk structure, processes, and service level agreements (SLAs) tailored to the needs of different customers. Manage and mentor a diverse, partly decentralized team of IT support technicians in multiple countries, fostering a culture of continuous improvement and process orientation. Monitor and manage performance metrics for the service desk organization, identifying areas for improvement and implementing corrective actions as necessary. Coordinate with other IT teams and departments to ensure seamless integration of service desk operations with broader IT service delivery. Stay up-to-date of emerging technologies and industry trends related to IT service desk and in IT service management, incorporating relevant innovations into service desk operations. Actively participate in hiring process of new team members and help evolve the evaluation and testing process for new hires Schedule shift rotations for different service desk services including 24/7 Requirements Proven experience in managing service desk operations, with a focus on structuring organizations for growth and scalability. Experience with leading a large 20+ shared service desk team Demonstrated ability to lead teams in a dynamic and fast-paced environment. Solid understanding of regulatory environments, eg in the pharmaceutical sector, to ensure compliance in IT service delivery. Strong understanding of IT service management principles and frameworks, with ITIL certification preferred. Excellent communication and stakeholder management skills, with fluency in English and German, Czech is a bonus. Experience with service desk tools and technologies for ticket management, service desk telephony and shift planning (eg ServiceDesk Plus, ServiceNow, Inopla). Proven track record of driving process improvements and delivering measurable results in service desk operations. Permanent, Excellent salary Service Desk Manager - German Speaker - Permanent - Prague
IT Service Management Expert - German Speaker - Freelance - Basel/Hybrid Robson Bale are looking for a German Speaking IT Service Management Expert to come on board for an initial 6 month contract in Basel. 6 months, market rate Candidates MUST speak German for this role Tasks and Responsibilities Requirement Analysis: Capture requirements and expectations of stakeholders (eg workshop/s). Identify all existing services and their attributes + determine necessary new services. Taxonomy Development: Develop a taxonomy (classification system) for the service catalogue. Define clear roles such as Service Owners and their responsibilities. Create Service Descriptions: Detailed descriptions for each service. Ensure clarity on end-to-end responsibility and SLAs. Set SLAs and KPIs: Define SLAs and KPIs for each service. Implementation and Testing: Implement/adapt the service catalog into SNOW. Test extensively. Training and Rollout: Train employees on the new service catalog and associated processes. Implement a phased rollout to ensure all stakeholders are adequately prepared. Monitoring and Continuous Improvement: Implement a monitoring system to track service performance and gather feedback. Set up regular reviews to update and improve the service catalog based on changing requirements and feedback. Requirements Bachelor's degree in Information Technology, Computer Science, or Business Administration. 3-5 years of experience in IT Service Management or related fields. Proven experience in requirements analysis, taxonomy development, and SLA/KPI definition. Familiarity with IT Service Management tools such as ServiceNow (SNOW). Experience in training, rollout facilitation, and continuous improvement processes. Strong communication and stakeholder engagement skills. Analytical and problem-solving abilities. Proficiency in taxonomy development and SLA/KPI definition. Technical competence in ITSM tools like ServiceNow. Training facilitation and change management skills. Detail-oriented with a focus on continuous improvement. 6 months, market rate Candidates MUST speak German for this role IT Service Management Expert - German Speaker - Freelance - Basel/Hybrid
24/04/2024
Project-based
IT Service Management Expert - German Speaker - Freelance - Basel/Hybrid Robson Bale are looking for a German Speaking IT Service Management Expert to come on board for an initial 6 month contract in Basel. 6 months, market rate Candidates MUST speak German for this role Tasks and Responsibilities Requirement Analysis: Capture requirements and expectations of stakeholders (eg workshop/s). Identify all existing services and their attributes + determine necessary new services. Taxonomy Development: Develop a taxonomy (classification system) for the service catalogue. Define clear roles such as Service Owners and their responsibilities. Create Service Descriptions: Detailed descriptions for each service. Ensure clarity on end-to-end responsibility and SLAs. Set SLAs and KPIs: Define SLAs and KPIs for each service. Implementation and Testing: Implement/adapt the service catalog into SNOW. Test extensively. Training and Rollout: Train employees on the new service catalog and associated processes. Implement a phased rollout to ensure all stakeholders are adequately prepared. Monitoring and Continuous Improvement: Implement a monitoring system to track service performance and gather feedback. Set up regular reviews to update and improve the service catalog based on changing requirements and feedback. Requirements Bachelor's degree in Information Technology, Computer Science, or Business Administration. 3-5 years of experience in IT Service Management or related fields. Proven experience in requirements analysis, taxonomy development, and SLA/KPI definition. Familiarity with IT Service Management tools such as ServiceNow (SNOW). Experience in training, rollout facilitation, and continuous improvement processes. Strong communication and stakeholder engagement skills. Analytical and problem-solving abilities. Proficiency in taxonomy development and SLA/KPI definition. Technical competence in ITSM tools like ServiceNow. Training facilitation and change management skills. Detail-oriented with a focus on continuous improvement. 6 months, market rate Candidates MUST speak German for this role IT Service Management Expert - German Speaker - Freelance - Basel/Hybrid
CMDB Expert - German Speaker - Freelance - Basel/Hybrid Robson Bale are looking for a German Speaking CMDB Expert to come on board for an initial 6 month contract in Basel. 6 months, market rate Candidates MUST speak German for this role Tasks and Responsibilities Requirements Analysis and Stakeholder Engagement: Capture requirements and expectations of stakeholders. Identify relevant IT and OT systems, processes, and data to be integrated into the CMDB. Establish a communication plan to regularly inform and involve stakeholders. Design and Architecture: Design the structure and architecture of the enhanced CMDB system considering identified requirements and integrations (data validation tools). Define data standards, classifications, and relationships between configuration items. Develop a concept for integrating external providers and complying with SLAs and KPIs. Implementation and Testing: Implement the enhanced CMDB solution according to the design and architecture. Conduct comprehensive testing to ensure functionality, data integrity, and performance of the CMDB. Validate integrations with external providers and monitor compliance with SLAs and KPIs. Training: Conduct training and workshops for staff to familiarize them with the enhanced CMDB system and updated SACM processes. Transition and Operations: Plan the transition from the old to the new CMDB solution and ensure all data is migrated correctly. Monitor the operation of the enhanced CMDB and make adjustments as needed to optimize performance and data quality. Establish regular review and improvement cycles. Monitoring: Establish a system to monitor SLAs and KPIs to measure CMDB performance and compliance with service agreements. Requirements Minimum of 5 years of experience in IT Service Management, Configuration Management, or related field. Proven experience in requirements analysis and stakeholder engagement. Strong background in designing and architecting IT systems, particularly CMDB solutions. Experience in implementing and testing CMDB solutions, ensuring functionality, data integrity, and performance. Familiarity with integrating external providers and ensuring compliance with SLAs and KPIs. Previous involvement in training and workshops for staff on CMDB systems and SACM processes. Demonstrated ability to plan and execute transitions between CMDB solutions, including data migration. Experience in monitoring and optimizing CMDB performance and data quality. Proven track record in establishing and maintaining systems for monitoring SLAs and KPIs. Excellent communication and interpersonal skills for capturing requirements and engaging stakeholders effectively. Strong analytical and problem-solving skills for designing CMDB structures and addressing integration challenges. Proficiency in data standards, classifications, and relationship management within CMDB systems. Ability to develop and implement concepts for integrating external providers and ensuring SLA and KPI compliance. Project management skills for planning, executing, and monitoring CMDB implementation projects. Capacity to conduct comprehensive testing and validation of CMDB solutions and integrations. Ability to conduct training sessions and workshops to educate staff on CMDB systems and processes. Detail-oriented mindset with a focus on data accuracy and quality assurance. Strong organizational skills for planning transitions, monitoring operations, and establishing review cycles. Proficiency in using monitoring tools and systems to track CMDB performance and compliance metrics. 6 months, market rate Candidates MUST speak German for this role CMDB Expert - German Speaker - Freelance - Basel/Hybrid
24/04/2024
Project-based
CMDB Expert - German Speaker - Freelance - Basel/Hybrid Robson Bale are looking for a German Speaking CMDB Expert to come on board for an initial 6 month contract in Basel. 6 months, market rate Candidates MUST speak German for this role Tasks and Responsibilities Requirements Analysis and Stakeholder Engagement: Capture requirements and expectations of stakeholders. Identify relevant IT and OT systems, processes, and data to be integrated into the CMDB. Establish a communication plan to regularly inform and involve stakeholders. Design and Architecture: Design the structure and architecture of the enhanced CMDB system considering identified requirements and integrations (data validation tools). Define data standards, classifications, and relationships between configuration items. Develop a concept for integrating external providers and complying with SLAs and KPIs. Implementation and Testing: Implement the enhanced CMDB solution according to the design and architecture. Conduct comprehensive testing to ensure functionality, data integrity, and performance of the CMDB. Validate integrations with external providers and monitor compliance with SLAs and KPIs. Training: Conduct training and workshops for staff to familiarize them with the enhanced CMDB system and updated SACM processes. Transition and Operations: Plan the transition from the old to the new CMDB solution and ensure all data is migrated correctly. Monitor the operation of the enhanced CMDB and make adjustments as needed to optimize performance and data quality. Establish regular review and improvement cycles. Monitoring: Establish a system to monitor SLAs and KPIs to measure CMDB performance and compliance with service agreements. Requirements Minimum of 5 years of experience in IT Service Management, Configuration Management, or related field. Proven experience in requirements analysis and stakeholder engagement. Strong background in designing and architecting IT systems, particularly CMDB solutions. Experience in implementing and testing CMDB solutions, ensuring functionality, data integrity, and performance. Familiarity with integrating external providers and ensuring compliance with SLAs and KPIs. Previous involvement in training and workshops for staff on CMDB systems and SACM processes. Demonstrated ability to plan and execute transitions between CMDB solutions, including data migration. Experience in monitoring and optimizing CMDB performance and data quality. Proven track record in establishing and maintaining systems for monitoring SLAs and KPIs. Excellent communication and interpersonal skills for capturing requirements and engaging stakeholders effectively. Strong analytical and problem-solving skills for designing CMDB structures and addressing integration challenges. Proficiency in data standards, classifications, and relationship management within CMDB systems. Ability to develop and implement concepts for integrating external providers and ensuring SLA and KPI compliance. Project management skills for planning, executing, and monitoring CMDB implementation projects. Capacity to conduct comprehensive testing and validation of CMDB solutions and integrations. Ability to conduct training sessions and workshops to educate staff on CMDB systems and processes. Detail-oriented mindset with a focus on data accuracy and quality assurance. Strong organizational skills for planning transitions, monitoring operations, and establishing review cycles. Proficiency in using monitoring tools and systems to track CMDB performance and compliance metrics. 6 months, market rate Candidates MUST speak German for this role CMDB Expert - German Speaker - Freelance - Basel/Hybrid
