Service Manager

Take full responsibility for processing and coordination of appropriate and timely responses to incident reports, root cause analyses, and major incidents including channelling requests for help to appropriate teams for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration for the digital products and services of the Global IT&D Land and Digital Solutions (GILDS) enterprise function "Service Management & Support in line with the IT&D strategy in a cost-efficient and effective manner.

Specific accountabilities:

• Ensures that incidents and problems are handled according to agreed procedures and standards.
• Investigate escalated incidents to responsible service owners and seek resolution.
• Facilitates recovery, following resolution of incidents.
• Ensures that resolved incidents are properly documented and closed.
• Analyses causes of incidents and problems and informs service owners to minimise the probability of recurrence and contribute to service improvement.
• Analyses metrics and reports on the performance of incident and problem management process
• Enables development of problem solutions
• Coordinates the implementation of agreed remedies and preventative measures.
• Analyses patterns and trends
• Lead functional initiatives.
• Communication Management with all involved parties and stakeholders
• Problem Solving Mindset
• Profound knowledge in Service Mgmt. (Process development, continuity, and availability mgmt., SLA/ OLA creation, Service reviews, Capacity mgmt., and Service Transition, Service Onboarding)
• Experience identifying process improvements and coordinating their implementation.
• International experience in customer projects and service management

Skills:

• Understanding of business and IT processes
• Strong interpersonal skills and ability to work effectively across diverse organisations, groups, and functions.
• Flexible thinker able to operate in a changing environment.
• High system affinity and challenger mentality
• Excellent MS Office skills (Word, Excel, PowerPoint, Power BI, Outlook, Visio, etc.)

• Fluent Business English (written and spoken)
• Preferred Minimum bachelor's degree, Logistics, Computer Science, or related disciplines.
• Profound IT service management experience for at least 3 years, preferably in the logistics environment
• IT Infrastructure Library (ITIL) qualification is required.
• Desired experience with Agile Teams and DevOps
• Willingness to sometimes travel.
• Strong leadership skills, open-mindedness, intercultural competence, global mindset, strong communication skills, solution orientation, motivation, willingness to learn, and flexibility.

At DB Schenker GBS Bucharest you can be a partner of an accounting excellence and supporting activities team. A team that is part of a global logistics network that connects the world. With more than 76000 colleagues worldwide, we welcome diversity and thrive on individual backgrounds, perspectives and skills. We offer support to over 35 countries, 3 business units in more than 20 European languages. DB Schenker GBS is a global employer and we are constantly looking for new starters or experienced enthusiasts to join our team. We provide services in: - Finance and Accounting - Sales and Business Support - Air and Ocean Supporting Functions. Here, we encourage you to actively shape your career in a solid organization and take part in designing new traditions. Together as one team, we are Here to move.

DB Schenker is acting as an Employment Agency in relation to this vacancy.