CSC is currently expanding its Shared Service Centre in Prague and is looking for new colleagues to be part of its team as an

 

Operations Manager

 

As an Operations Manager you will be managing a team of Service Desk Analysts accountable for all aspects of inbound customer services, including multi-platform, multi-software package technical support, problem identification and resolution across multiple client accounts in several languages across EMEA region.

 

Role accountabilities will include:

 

• Manage all aspects of operations service delivery to include customer satisfaction, people management, facilities management and operations center financials


• Direct management of Team Leaders and indirect management of approximately 50 Service Desk Analysts


• Lead regular Service Review meetings and Service Restoration calls as needed


• Develop and implement monthly/annual operational budgets, forecasts, and business plans


• Hire, train, motivate, manage, and develops both supervisory and non-supervisory employees


• Develop and enforce technology related policies and procedures to ensure appropriate use of information technology in a secure computing environment


• Provide oversight for inventory control, property management, and disaster recovery programs.


• Coaching and/or Corrective activities relating to SDA Team Leader performance and development


• Interface with Clients, Management, Knowledge Engineers, and SDA team leaders in regards to the content & organization of the SD Knowledge Tool (KT)


• Interface with other Service Line Managers, Technical Leads to coordinate & address cross functional issues


• Interface with clients regarding unresolved or pending issues

 

 

Requirements:

 

• Proven managerial experience in an IT Service Desk environment


• Advanced knowledge of networking end user computing environments


• Superior customer support skills


• Excellent organizational and delegation skills


• Possession of integral tact and skill in coaching and developing others


• Decisive


• Strong sense of ethics and consistent habits in adhering to procedural guidelines


• Fluent in English. Other languages are a strong asset


• ITIL certification is an advantage

 

 

In return for that we will give you:

• The opportunity to work in a multicultural company.

• Stable employment and high standards of work.


• Competitive salary with attractive social fund and benefits.


• Career development within global structure.


• Friendly and dynamic work environment.

 

 

Interested? Please click here to apply.

 

Find out more about CSC at www.csc.com/eastern_europe
Please be informed that only selected candidates will be contacted

 

CSC is the world's leading independent provider of IT Services. With reported revenue of $16.0 billion for the 12 months ended January 1 2010, we have approximately 92,000 employees who work in more than 90 countries around the globe. We are proud to provide our clients with innovative solutions specifically tailored to their needs - in areas such as e-business strategies and technologies, management consulting, application software, and IT and business process outsourcing.

 

We have just been named by FORTUNE magazine as one of the World’s Most Admired Companies for Information Technology Services (2011).