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Location: Dublin Contact: Lorraine Bracken Skills Keywords: Service Delivery , PROCEDURES , PEOPLE MANAGEMENT
Description: IT Support Manager Customer Service Manager Main Responsibilities: Primary responsibility for the provision of customer support service to clients...
Description: IT Support Manager
Customer Service Manager
Primary responsibility for the provision of customer support service to clients.
Provide a high quality, consistent support service 24x7x365
Develop and implement procedures designed to deliver a high quality service.
Recruitment of Customer Support Engineers , Application Support Engineers, to support a global support operation
Ensure a high level of technical knowledge within Customer Support (measured through time to resolve tickets)
Ensure a high level of customer focus (internally and externally) with due care and attention to customer priority issues and appropriate level of customer communications.
Classify support tickets by area and implement action plans to address problematic areas
Manage customer escalations through to resolution
Manage customer expectations regarding resolution of issues within agreed SLAs
Manage QA schedule for production patches
Be familiar with all support & maintenance contracts to ensure the team provide the contracted service
Work closely with the professional services organization to ensure the smooth transition of clients to the production support team
Establish and publish reports on KPIs for the team
Work closely with engineering to ensure that customer reported code defects are raised in a timely manner and addressed within SLA
Minimum 2-3 years in a similar management role
Excellent communication and interpersonal skills
Proven experience of working to Service Level Agreements (SLAs)
Knowledge of the financial services industry an advantage
Other Information / Circumstances:
Flexibility in terms of international travel
For more information and to apply please email an updated CV to firstname.lastname@example.org or call Lorraine on 01 286 66 66
Customer Support Manager, Customer Service Manager, Production Support Manager, IT Support Manager
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Location: Dublin Contact: Lorraine Bracken Skills Keywords: PROCEDURES , PEOPLE MANAGEMENT
Description: PMO Manager Business Manager This is a very exciting role in which you will support a growing business within a global context and will have significant responsibility for developing and...
Description: PMO Manager
This is a very exciting role in which you will support a growing business within a global context and will have significant responsibility for developing and implementing their processes and procedures along with developing out their internal and external training offering.
The successful candidate will hold responsibility for driving the continuous improvement of common processes and methodologies the company.
You will ideally come from a background of PMO / Project management and will be dynamic in terms of being able to take a flexible approach towards delivery of projects across a number of methodologies.
Develop the PMO process (mission plan framework and methodologies) for the company.
Implementing PMO process ensuring consistency during project delivery.
Implement quality controls across the business
Develop Controls and Monitoring ensuring projects are on track
Monitor quality, costs and schedule;
Manage stakeholder relationships, risk and contract monitoring;
Identify discrepancies (or variations) within the project schedule; and
Define best in class tools for the professional services practice, including Project Mangers, BAs, Technical Leads and QAs.
Work closely with PMs to implement project metrics and review project progress and report back to executive team
Coaching and mentoring the Professional services team s to ensure increased efficiency / quality and delivery capabilities
Coordinate formulation / definition of technical scope / milestones in collaboration with various project sponsors
Design and deliver training courses for company personnel
Review current training material and update as appropriate
To operate successfully in this business you will need to demonstrate the following:
Proven track record in project /programme management and PMO
Proven track record in managing large complex programmes of work whilst managing a team of PMs.
Hands-on experience in project/portfolio resource planning, reporting, prioritization, and budgeting
Robust individual - Willing to challenge stakeholders to gain clearer understanding of their needs
Expert relationship management skills (at all levels of business)
Proven ability to create a detailed project plan
Proven ability to work with cross-functional / geographically dispersed teams
Expert problem solving skills
PRINCE2, PMP, and/or ITIL qualified
HOW TO APPLY
For further information and to apply please email an updated CV to email@example.com or call 01 286 6666
PMO, PMO Manager, Business Manager, Business Development Manager
Do you seek the challenge of developing complex interfaces? Perhaps you are a PROCEDURES wizard. If so then take the time to peruse this site. Whether it is a contract or permanent role you seek Eolas Recruitment is here to assist.
If you are unable to locate a suitable position from the selection of PROCEDURES jobs available on the site please make contact with our recruitment consultants who are eager to assist.
Eolas Recruitment pride themselves on placing candidates in the top PROCEDURES jobs in Ireland. For more information on contact us now on + 353 (0)1 286 6666 alternatively REGISTER NOW and receive updates of jobs to your inbox.
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