Service Management activities, as support for Service Managers
Regular communication internally within the project team and externally with the customer
Escalation Management regarding tickets or general issues; set up alignment calls with the customer
Reporting : KPIs, number of critical tickets, spent effort to be sent directly to the customer, creating status reports for customers / project team
Verification of activity reports
SLA monitoring and quality controls in relation to incident, change or problem management
Resource planning within the project team
Setting up and maintaining on-call duty plans
Managing of 3rd parties; monitoring and reporting of 3rd party performance
Knowledge Management : creating and maintaining procedures for existing processes
Communication skills that allow you to inform, help and advise customers clearly and to liaise effectively within the project team
Attention to details, as your managed reports will have a direct impact on the project controlling and also on the customer communication
Very good organizational and planning skills to coordinate the project team, as well as to assist the Service Manager or the customer directly
Know-how of / Certification in ITIL practices can be an advantage
Very good knowledge of German language is a must
At a Glance
MHP is a leading international management and IT consultancy. We develop pioneering mobility and manufacturing solutions for international corporations, established mid-sized companies and disruptive startups.
Our consulting approach is uniquely holistic. We combine IT and technology expertise with deep management knowledge. That’s why MHP is the ideal partner for a successful digital overhaul.
As digitization experts, we provide crucial analysis and cutting strategies to convert change processes into sustainable value.
Over 2,500 MHP employees currently advise 300 clients worldwide. International service means international presence, and MHP has planted flags over the globe.
We have 13 offices - eight in Germany and the rest in the UK, China, Romania, the US and Switzerland. But the same, central principle applies in every location - MHP : DRIVEN BY EXCELLENCE.
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