Company DescriptionHitachi Solutions understand what it takes to digitally transform organisations, harnessing the power of the latest technologies and seamlessly integrating them into businesses. As a global consultancy firm working across the private and public sectors, we specialise in user-friendly business applications based on the Microsoft cloud.
With a team of experienced industry professionals, consultants and technology experts, Hitachi Solutions has a wide range of capabilities including digital transformation, ERP and CRM implementation, change management and data science & analytics. Our highly skilled team help drive improvements to many aspects of your business creating efficiencies and growth. For more information, visit https://www.hitachi-solutions.co.uk/ .
Job DescriptionRole DescriptionHitachi Solutions Europe are looking for an
Application Support Manager to join the service operations team. The ideal candidate will be able to support across multiple ITIL process areas. Taking ownership of the CSI plan and driving efficiencies within the governance and processes we operate. Main areas of focus for this role will be in the Incident Management, Change Management and Release Management processes.
Key Accountabilities - Provide support to the service operations team.
- Ensure all case types are appropriately assigned and progressed.
- Collaborate with service delivery managers and consultants to ensure consistent process management.
- Provide support across ITIL process areas feeding into the service team.
- Driving the efficiency and effectiveness of ITIL Processes.
- Manage the performance of processes and adherence to governance.
- Producing management information, including KPI's and reports.
- Ensuring all resolver groups follow the defined process.
- Ensure adherence to the ITIL processes and lead continual improvement plans.
- Monitoring of unit expenditure per case type during the duration of the case life cycle.
- Identify back log and escalate requirement for consultant numbers to deliver and reduce back log.
- Monitoring of Incidents (Response & Resolution SLA) and escalation to Solution Lead and Service Delivery Managers.
- On-Call service management and maintenance.
- Managing 1st Line experience for Hitachi clients ensuring high quality interaction and consultants assigned.
- .Service Desk Administration and Management
QualificationsKey Competencies - Customer Focused.
- Ability to deal with conflict with customers and internally in a calm manner.
- Ability to remain calm under pressure.
- Confident and assertive.
- Excellent interpersonal skills.
- Highly organised, structured, self-starter.
- Willing to learn.
- Open approach and ability to listen.
- ITIL Foundation Certified.
- Multi-Lingual German and English Speaker.
Additional InformationWhat We Offer:- Competitive salary and annual bonus
- Additional Premium Health Insurance
- Monthly Vouchers
- Additional Holidays
- Specialised Training
- Option for Flexible working hours or home office
- Modern Office with excellent access to transport
- Drinks & Fruit Office Supply
- Professional & Friendly work environment
- Company events and Team Building
- Opportunity to grow your career and work with international teams
In responding to this application you are explicitly giving your permission under General Data Protection Regulation (GDPR) & the UK Data Protection Act 1998 (DPA), for Hitachi Solutions Europe Limited to collect your information, store & process it for this role & / or any others that may be suitable now or in the future subject to Hitachi Solutions Europe Limited's Data Retention Policy. For more information please refer to our Privacy Policy located on http://www.hitachi-solutions.co.uk/.
Beware of scamsOur recruiting team may communicate with candidates via our @hitachisolutions.com domain email address and/or via our SmartRecruiters (Applicant Tracking System)
[email protected] domain email address regarding your application and interview requests.
All offers will originate from our @hitachisolutions.com domain email address. If you receive an offer or information from someone purporting to be an employee of Hitachi Solutions from any other domain, it may not be legitimate.