Your responsibilities:
* E2e responsible for support services delivered to customers within telematics and traffic management business.
* Leads ITIL functions in charge of (INCM, CHM, PRBM, etc.), fulfills respective contractual deliverables per account.
* Establishes and maintains credible, professional relationships with clients, internal business lines, and external partners. Acts as escalation point for customers within the respective ITIL functions.
* Analyses data to identify trends within responsible ITIL areas, identifies risks & improvements within daily operations and contributes to monthly service value reporting.
* Expedites Operational Excellence, compliance with ITIL standards, ensure service documentation and contributes to continuous service improvements with the aim to increase customer satisfaction.
* Creates and/or maintain environments to assure SLA & KPI fulfillment, including service optimization & quality assurance of respective ITIL function within the team/ across the entire organization.
* Takes vital lead role in the on-boarding of new clients and creation of new services and operations models.
* Provides input to commercial change management and supports upselling opportunities.
Your profile
* Higher education / IT background
* Minimum 6 years' experience at service management positions
* Advanced knowledge of ITIL (ITIL v3/v4 certification is an asset) & Service management, including solid understanding of delivering of IT Application Services
* Structured and independent way of working, customer centric mindset, willingness to learn and being resilient.
* Business fluent in English (both written and oral), strong communication skills and team player.
* Experience in Traffic Management area is an advantage.
* Willingness to travel (up to 20%) and work in an international team.
* Availability for oncalls.