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Junior Service Manager

Publish Date: Dec 23, 2021

Location: Timisoara, Timis, RO-Romania

Company: Atos

About Atos

Atos is a global leader in digital transformation with 110,000 employees in 73 countries and annual revenue of € 12 billion. European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications and Digital Workplace solutions. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos|Syntel, and Unify. Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.


The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

 

Service Manager has the responsibility to ensure that services are delivered in line with Service Description and all Service Level targets are achieved.

Day to day activities require the co-ordination and operational reviews with delivery teams, to provide the service according to the contractual SLAs. The TSM also takes care that the quality of services is maintained and identifies areas for continuous improvement.

 

Key accountabilities

 

The responsibilities of a Service Manager include, but are not limited to:

• Acting as single interface for the Delivery Teams interacting with the Customer/the Service Delivery Manager

• Implementing relevant policies and standards including compliance against security policies

• Acting as a safeguard for the operational tasks to be successfully managed along the contract lifecycle

• Attending service reviews and undertaking the appropriate actions

• Supporting (creation and validation of solutions) for limited up-selling within the dedicated scope

• Gaining understanding of the customer organization, contract content, business context and priorities

• Acting as 1st level of escalation for tower specific technical teams for all services in scope

• Coordinating the delivery teams using Top of Stack principle, including Cross Tower engagement (where needed)

• Ensuring Atos Standard Management Model processes are applied and followed for the services in scope

• Evaluating and managing customers’ requests

• Driving/ensuring completion of Service Acceptance, technical validation, and handover processes for new scope

 

Desired profile

 

Education: Preferably technical university degree or a similar qualification.

Professional Skills:

• Basic understanding of IT Services and IT infrastructure

• Advanced Microsoft Office knowledge, e.g. Office 365 , Excel Reporting

• ITIL Foundation is a plus

• Customer Support / Global Delivery of Services.

 

Behavioural Skills:

• Good coordination skills. Keep records and organize strategic approaches to make sure that the correct steps are being followed

• Good communication skills in both verbal and written form. Accurate listening and ability to follow/give instructions

• Goal-Setting and Planning. Ability to act proactively

• Ability to prioritize and multitask. Juggling different work activities and shifting attention from one task to another in a way that the quality and effectiveness will not be compromised

Excellent command of English.

 

 

Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.