Job Description
At Uniper, we proactively transform the world of energy while ensuring the security of energy supply. As an internationally operating company, we work in very diverse teams with the greatest possible working time flexibility for our employees. Our corporate culture is characterized by equal opportunities, mutual appreciation, and respect. With us, you will be able to develop new business models, work on technological solutions for a modern, sustainable, and future-oriented energy supply, as well as proactively help shape changes. Interested? We look forward to meeting you!
Our Team Service Relations & Digital Enablement is looking for you!
The Service Relations Manager is acting as the right-hand person to the Head of the Service Relations team. S/he is also accountable for all user interfacing services within Service Relations and the Service Management & Integration department. This includes having a steering overview and decision-making power over these services and ensuring that they work as designed and that they are continuously reviewed for improvements. In addition it includes being responsible for managing the introduction of new technologies and tools to aid in this purpose. Furthermore, the Service Relations manager is ensuring that the team is well organized, is conducting the work as per role descriptions and that the team is prepared for new deliverables and tasks. S/he will also be working on the strategic development of the department, including managing any contract negotiations. The Service Relations Manager is also acting as Service Owner for the mySupport Service Desk.
The Service Relations Manager is a versatile role, and responsibilities will include, but are not limited to, the following:
- Manage the overall user facing services from end to end, to ensure completeness, efficiency and proper organizational setup
- Takes over responsibility of service tasks within the team and whole SM&I department, if required
- Responsible for steering the Local Service Coordinators and other user facing service owners
- Work with the Head of Service Relations and our strategic partners to design and implement the future strategy and operational organization for the mySupport Services. A virtual Agent will be implemented and used in the mySupport area which will significantly affect how the mySuppport organization will operate in the future
- Responsible to manage the contract negotiations with our chosen strategic partner for future contracts. This will also include defining SLAs and KPIs and the implementation of the new contract
- Responsible for managing and steering the Service Desks. This includes onboarding new team members, maintain records and review UAM requirements, ensure compliance to Uniper processes, standards and policies, and conducting supplier steering
- Transition to a new mySupport strategy, consisting of a Virtual Agent as the entry door to all technical support. The Virtual Agent is expected to be developed and implemented by using innovative and scalable technologies, for example generative AI
- As agreed with line manager, supports or manage independently improvement initiatives
- Work actively with Service Operations to understand and prepare for upcoming changes which affect our users. Work with Service Owners to prepare mySupport staff
- Manage the relationship and interfaces to stakeholders from other IT organizations, including their business users, to ensure a closeness to our end users and to better understand their needs
- Actively meet other parties in LOB IT to ensure a close collaboration to address end users' needs. This includes Service Owners, Project Managers etc.
- Working with other SM&I teams to develop appropriate reporting and SMART KPIs
- Bachelor's or master's degree in computer science or information systems related field or equivalent work experience
- ITIL certification or equivalent certificate, or experience
- Experience in managing an ITIL process in a multi-vendor ecosystem
- Experience in managing helpdesks, preferably in outsourced, offshore locations
- Excellent understanding of the ServiceNow platform modules, and related ecosystem, gained through experience in multiple transformation projects
- Experience in designing new operational concepts to adapt to changing environments, expectations and requirements
- Experience in contract negotiations and KPI and SLA development
- Experience in steering and managing an outsourced environment during a phase of transition.
- Experience in onboarding new strategic vendors
- Experience with AI related projects, such as implementation of a Virtual Agent, within an outsourced environment
- Experience working in a general IT environment and collaborating with stakeholders in a win-win, forward looking manner
- Excellent verbal and written communication
- Fluency in English