Service Delivery Coordinator
4 settimane fa
As an OSS Coordinator at Hitachi Energy, you will play a crucial role in ensuring the smooth operation of our OSS team. Your responsibilities will include hiring and onboarding OSS specialists, overseeing induction processes, and managing training materials. You will also be responsible for supporting the OSS team with intricate incidents and cases, and serving as a Single Point of Contact (SPOC) for our incident management process.
Key Responsibilities- Supervise and manage the functional oversight of designated OSS specialists, including both internal and external team members.
- Develop, maintain, and publish relevant OSS knowledge articles within the SNOW platform.
- Ensure site-related communications are kept up to date, such as pIT Stop, organizational charts, and announcements.
- Oversee resource planning and management tasks, including managing absence calendars, backfills, leaves, events, and dispatching site coverage.
- Gather critical information concerning OSS operations, including the latest technological developments, and communicate with the wider team.
- Identify issues and propose service improvements to OSS Regional Managers.
- Actively participate in resolving complex problems and major incidents as part of incident management.
- Coordinate resources to support off-site meetings and events, particularly those occurring outside regular working hours.
- Monitor the workload of OSS engineers and adjust resource allocation as required.
- Monitor and manage OSS assignment groups within the ServiceNow platform.
- Provide a monthly summary of service performance, including highlights, lowlights, ticket summaries, key performance indicators (KPIs), and prolonged tickets.
- Distribute information to OSS engineers from other departments within the organization.
- Ensure compliance with Health Safety requirements, ethical standards, code of conduct, and moral principles.
- Verify that the necessary IT equipment, tools, and access permissions are provided to OSS engineers.
- Recommend and implement measures to improve operations and customer service.
- Bachelor's degree or formal qualification in IT completed from an accredited university or college OR completed an apprenticeship in the field of IT.
- 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.
- Holds a valid ITIL certification.
- Excellent communication skills, both written and verbal, including the ability to communicate effectively with both business and technical audiences in local language and English.
- Bring an outstanding customer service orientation as well as proven interpersonal and communication skills.
- Experience in process management improvement in a technical environment.
- Legal authorization to work in applied location is required.
We offer a dynamic and challenging work environment that will allow you to grow and develop your skills. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.
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