Company description:
Khne + Nagel (AG & Co.) KG
Job description:
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As the Kuehne+Nagel Future Maritime Support Programme IT Support Manager, you will be responsible for developing and implementing strategies to maximise customer and user satisfaction and driving continuous improvement within the FMSP contract. As such, you will be part of a high performing team, playing a critical role in managing the customer and user experiences and contributing to the overall success of both the contract, and organisation.
How you create impact
1. Develop and implement a comprehensive FMSP IT support strategy aligned with the Kuehne+Nagelbusiness goals and customer needs.
2. Raise, prioritise and manage support tickets, coordinating with the relevant support teams to ensure efficient and effective problem resolution.
3. Maintain a high level of customer satisfaction by providing excellent support services and addressing user and customer concerns, promptly.
4. Assist with physical support of basic IT tasks that are required locally on site, under the direction of the KN IT team and 3rd party stakeholders.
5. Monitor and manage SLAs for application support and key KPIs, ensuring that response times, resolution targets, and availability metrics are met.
6. Report / communicate performance against SLAs to stakeholders, highlighting areas for improvement and proposing corrective action...