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OSS Operations Manager

2 mesi fa

Lodi, Lombardia, Italia Hitachi Vantara Corporation A tempo pieno

About the Role

As a Service Delivery Coordinator at Hitachi Vantara Corporation, you will play a critical role in ensuring the smooth operation of our On-Site Service (OSS) team. Your responsibilities will encompass hiring and onboarding OSS specialists at various locations, overseeing induction processes, and ensuring that training materials are current.

Key Responsibilities

  • Team Management: Supervise and manage the functional oversight of designated OSS specialists, including both internal and external team members.
  • Knowledge Management: Develop, maintain, and publish relevant OSS knowledge articles within the SNOW platform.
  • Communication: Ensure site-related communications are kept up to date, such as pIT Stop, organizational charts, and announcements.
  • Resource Planning: Oversee resource planning and management tasks, including managing absence calendars, backfills, leaves, events, and dispatching site coverage.
  • Operational Insights: Gather critical information concerning OSS operations, including the latest technological developments, communicating with wider team.
  • Process Improvement: Identify issues and propose service improvements to OSS Regional Managers.
  • Incident Management: Actively participate in resolving complex problems and major incidents as part of incident management.
  • Event Coordination: Coordinate resources to support off-site meetings and events, particularly those occurring outside regular working hours.
  • Workload Management: Monitor the workload of OSS engineers and adjust resource allocation as required.
  • Assignment Management: Monitor and manage OSS assignment groups within the ServiceNow platform.
  • Performance Reporting: Provide a monthly summary of service performance, including highlights, lowlights, ticket summaries, key performance indicators (KPIs), and prolonged tickets.
  • Information Distribution: Distribute information to OSS engineers from other departments within the organization.
  • Compliance: Ensure compliance with Health & Safety requirements, ethical standards, code of conduct, and moral principles.
  • IT Support: Verify that the necessary IT equipment, tools, and access permissions are provided to OSS engineers.
  • Operational Excellence: Recommend and implement measures to improve operations and customer service.

About You

  • 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.
  • 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.
  • Certification: Holds a valid ITIL certification.
  • 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.
  • Customer Service Orientation: Bring an outstanding customer service orientation as well as proven interpersonal and communication skills.
  • Process Management: Experience in process management improvement in a technical environment.
  • Work Authorization: Legal authorization to work in the applied location is required. We will not sponsor individuals for employment visas now or in the future for this role.