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OSS Operations Coordinator

2 mesi fa


Milano, Lombardia, Italia Hitachi ABB Power Grids A tempo pieno
About the Role

We are seeking a highly skilled Service Delivery Manager to join our team at Hitachi Energy. As a key member of our Operations team, you will be responsible for overseeing the induction processes and ensuring that training materials are current.

Key Responsibilities
  1. Team Management: Supervise and manage the functional oversight of designated OSS specialists, including both internal and external team members.
  2. Knowledge Management: Develop, maintain, and publish relevant OSS knowledge articles within the SNOW platform.
  3. Site Communications: Ensure site-related communications are kept up to date, such as pIT Stop, organizational charts, and announcements.
  4. Resource Planning: Oversee resource planning and management tasks, including managing absence calendars, backfills, leaves, events, and dispatching site coverage.
  5. Operational Insights: Gather critical information concerning OSS operations, including the latest technological developments, communicating with the wider team.
  6. Process Improvement: Identify issues and propose service improvements to OSS Regional Managers.
  7. Incident Management: Actively participate in resolving complex problems and major incidents as part of incident management.
  8. Event Coordination: Coordinate resources to support off-site meetings and events, particularly those occurring outside regular working hours.
  9. Workload Management: Monitor the workload of OSS engineers and adjust resource allocation as required.
  10. Assignment Management: Monitor and manage OSS assignment groups within the ServiceNow platform.
  11. Performance Reporting: Provide a monthly summary of service performance, including highlights, lowlights, ticket summaries, key performance indicators (KPIs), and prolonged tickets.
  12. Information Distribution: Distribute information to OSS engineers from other departments within the organization.
  13. Compliance: Ensure compliance with Health & Safety requirements, ethical standards, code of conduct, and moral principles.
  14. IT Support: Verify that the necessary IT equipment, tools, and access permissions are provided to OSS engineers.
  15. Operational Excellence: Recommend and implement measures to improve operations and customer service.
About You
  1. Education: Bachelor's degree or formal qualification in IT completed from an accredited university or college OR completed an apprenticeship in the field of IT.
  2. Experience: A minimum of five years of professional experience in IT support, with a track record of leading and managing teams of at least five individuals for a minimum of two years.
  3. Certification: Holds a valid ITIL certification.
  4. Communication Skills: Excellent communication skills, both written and verbal, including the ability to communicate effectively with both business and technical audiences in local language and English.
  5. Customer Service: Outstanding customer service orientation as well as proven interpersonal and communication skills.
  6. Process Management: Experience in process management improvement in a technical environment.
  7. Work Authorization: Legal authorization to work in the applied location is required.