Jobbeschreibung
At Uniper, we are pro-actively transformin g the world of energy whilst at the samme time ensuring 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 suply as well as proactively help to shape changes. Interested? Then we will look forward to meeting you!
Our Service Relations & Digital Enablement team within IT is looking for you!
Strategic Development
One key area of responsibility is to 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, including the Service Desk and the Virtual Agent operations. This also includes the design of the integration and/or collaboration with the Walk In Centers and the Local Support.
- Responsible to identify improved ways of working in the mySupport area (Service Desk, Virtual Agent team, WIC and Local Support) in order to become more efficient and effective, but also to maximize the user experience
- Responsible to present operational excellence within the mySupport area, particularly reducing waste and streamlining our processes
- Responsible to identify, together with other Uniper teams and our strategic partners, the best tools and processes to be used in order to achieve the points above. Responsible to properly implement the tools and processes within the Service desk and Virtual Agent operations team
Contract Negotiations and strategic partner onboarding
- Responsible to manage the contract negotiations with our chosen strategic partner for future contracts
- Responsible to define SLAs and KPIs for the new ways of working, operational excellence and tools and processes
- Responsible for working with strategic partner to implement contract changes (such as SLAs, KPIs, processes etc) in an effective, smart and sustainable manner
Managerial/steering responsibilities of Service Desk and Virtual Agent team
- Responsible for managing and steering the Service Desks/Walk in Centers
- Steer the vendor in the development of the mySupport service; advocates for new features and functionality
- Ensures that the vendor externals are onboarded, extended and offboarded
- Maintains records of all vendor staff (Service Desks/WICs) including UAM requirements
- Represents the line manager and Service Relations in stakeholder meetings
- Identifies and ensures resolution of all business mitigations associated with the mySupport services
- Ensures Service Desks/Walk in Centers' compliance to processes, policies and Uniper standards
- Conduct supplier steering and governance and providing supplier ratings monthly to suggest improvements
- Steer internal mySupport service review meetings
- Take an active role in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the mySupport service
- Escalation point for both vendor and internal stakeholders in case of issues/service gaps
- Attend and support MTP planning as service owner of the mySupport contract (SOW)
Incident Management
- Escalates and manages urgent issue. Involve the appropriate party to find a resolution in a timely manner
- Work to find ownership and resolution of incidents with no existing defined service
Project/Service Enablement
- Ensure that the Service Desks/Walk in Centers are aware and prepared for upcoming projects/rollouts that will affect the end users
Communications
- Identifies training needs of external staffs and works with DXC management to address those gaps
- Provides or approves end-user communication for mySupport (e.g. service launch and pending maintenance windows) and coordinates internal communication for operational staff within the Service Desks/Walk in Centers
Change management
- Work actively with Service Relations manager to understand and prepare for upcoming changes which affect our users. Work with Service Owners to prepare WIC/GSD staff to ensure they are well prepared to deal with any inquiries/incidents once the change has occurred
- Report back to Continuous Improvement Coordinator in case Service Owners need to be aware of systematic issues with the changes
Stakeholder management
- Represents mySupport service in all stakeholder meetings
- Actively reach out to a cross section of stakeholders to assess user satisfaction with the service. In case of gaps, work with Continuous Improvement Coordinator to address concerns
Operational Excellence
- Support the DXC team in achieving a higher maturity level in their operational excellence and help the team to improve its efficiency
- Manage Operational Excellence projects as required to enhance the User Experience with the Service Desks/Walk in Centers
- Identifies improvement needs
- Cooperate with Service & Improvement Coordinator and other Service Owners to continuously enhance and improve experience and known issues. This might involve the development of a roadmap
Reporting & KPIs
- Drive the development of SMART KPIs for the Service Desks/Walk in Center teams
- Provide status on mySupport service health
- Monitor the KPI and Metrics compliance and take appropriate action to resolve any gaps in a timely manner. Provide status updates to Continuous Improvement Coordinator for tracking and reporting purposes
- Coordinates reports including Service Owner's, Happiness feedback, First fix, SOB and Service Desk Incidents and reviews them on a regular basis to identify actionable opportunities for mySupport service improvement. This is done in cooperation with the supplier PSO. Create a service roadmap with PSO and action if not implemented
ServiceNow
- Ownership of ServiceNow modules including Survey and Service Operations Workspace
Essential:
- Bachelor's or master's degree in computer science, information systems, business administration, 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
- Experience in IT Service Management across various delivery roles within organisations that span many physical locations, preferably across multiple countries
- Excellent understanding of the ServiceNow platform modules, and related ecosystem, gained through experience in multiple transformation projects
- Demonstrated experience of influencing key stakeholders across the organisation and within complex context to negotiate key architectural direction and decisions
- A deep understanding of the business value potential of exceptional IT Service Excellence and operational performance
- Experience in designing new operational concepts to adapt to changing environments, expectations and requirements
- Experience in implementing organisational changes, including in an outsourced environment
- 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 in operational excellence principles and implementing improved ways of working
- Experience with AI related projects, such as implementation of a Virtual Agent
- Experience with managing the impact resulting from AI related projects within an outsourced environment
Desirable:
- Experience in green-field ServiceNow implementation and migration from existing ITSM tools to ServiceNow
- ITIL v4 certification
- Hands on experience with writing Service Operating Processes and Procedures
- Third-party management skills, working closely with sourcing and vendor managers
- Build and implementation of Service Improvement Plans
- Ability to develop staff including coaching, mentoring and performance management
- Demonstrated skills in researching and developing business cases
- A track record in implementing IT controls and compliance requirements into efficient operational processes
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