Global Application Service Manager

Niteco has an interesting new career opportunity as Global Application Service Manager who is responsible for Niteco’s 24/7 Application Management Service Department (AMS) and for expanding our services globally. You will professionally and efficiently manage and develop the Service Desk function and associated processes, practices, and procedures by following the ITIL 4 best practices. Develop support methodology globally and coordinate global resources. You will provide thought leadership solving client problems through effective communication and collaboration fostering trusted partnerships with internal and external stakeholders.

JOB DESCRIPTION

You will be responsible for:

• Effectively manage, develop, and train the global AMS 24/7 team, consisting qualified service engineers and developers who provide the critical role of being first point of escalation for our clients, managing client expectations, collaborating with end users.
• Ensures the global AMS 24/7 team provides courteous and consistent service, communicates effectively with end users, and takes ownership of the assigned issues and requests.
• Ensures processes used by the global AMS 24/7 team are properly documented and monitored and regularly audited for accuracy and improvements for effective use and compliance.
• Develop relationships with key client counterparts to understand their experience.
• Analysis and publication of the global AMS 24/7 team’s performance to appropriate parties as well as regular review of those reports with the global AMS 24/7 team and the management team.
• Develops an effective and workable framework for managing and improving AMS 24/7 support globally.
• Ensure compliance with security policies, standards and guidelines as defined by the Information Security team (DevSecOps).
• Hands-on experience in the release process, with a well understanding of CI/CD, branding strategy, regression test, UAT …
• Know how to manage work, teams, clients and reporting structure of Agile and Scrum Development Frameworks to deliver work on-time, within scope and within budget.
• Ownership and accountability for ITIL Incident & Problem management processes, resolution coordination and data reporting on these metrics, including CSI. Address SLA areas of concern; often SLA targets will include multiple shifts; evaluate service requests approaching or exceeding their SLAs and may adjust staff priorities.
• Work with other Delivery Managers to determine ways to enhance and improve AMS 24/7 services and associated processes to include reducing time to response and time to resolution and new workflows.
• Balance workloads across teams and agents to maximize productivity, minimize costs and ensure SLA compliance.
• Lead by example demonstrating integrity, caring and excellence to achieve all win outcomes.