Service Delivery Operations Specialist - Dimension Data Global Delivery Center
Dimension Data
Prague, Czech Republic
před 7 dny

Service Delivery Operations Specialist - Dimension Data Global Delivery Center

Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?

If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees.

You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.

You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.

You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success.

You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions.Great talent. Great teams.

Great work. Great opportunities.

Want to be part of our team?

At our new Global Delivery Centre (GDC) based in Prague, our vision is to deliver exceptional value to our diverse range of clients.

These clients are all leaders in their industries, and that’s why the people we employ will be instrumental in getting the job done.

We want bold, different, and exceptional talents who will work together as a global team of highly skilled experts to deliver an outstanding service across countries and clients.

You will work with brilliant minds, get the chance to upskill through extensive training and learning programmes, all while working in one of Europe’s fastest growing cities.

We are transforming support services to be more agile and more effective globally. Our focus in on activation, omni-channel, automation, knowledge management, analytics, and self-

service. With three decades of transforming our clients’ businesses behind us, we’re looking to the future. It’s innovative, it’s agile, it’s client centric.

This new GDC is only Dimension Data’s second facility, and offers exceptional career growth and the chance to be part of something great.

What you'll be doing

The primary objective of this position is to take responsibility for the design, procurement, installation, upgrading, operation, control, maintenance (including storage and communication of data, voice, text, audio and images) and effective use of IT infrastructure components and monitors their performance.

Provides operational oversight of an IT operation, ensuring that agreed service levels are met and all relevant procedures are adhered to.

Schedules and supervises all maintenance and installation work. Ensures that operational problems are identified and resolved.

Provides appropriate status and other reports to specialists, users and managers. Ensures that operational procedures and working practices are fit for purpose and current.

Working closely with the Services teams, this role assists with the operational enablement and readiness of new / enhanced services offerings and capabilities.

The main responsibility of the role is to assist with ensuring that these new and / or enhanced services are delivered effectively and efficiently by fulfilling user requests, resolving service failures, fixing problems and carrying out routine operational tasks.

Responsibilities :

  • Monitors service level metrics, liaises with Engineers, Service Desk agents as needed to manage the metrics.
  • Oversight of Dashboards and leverages reports to provide operational oversight on the floor
  • Owns the shift operations for the assigned shift, oversees ticket queues, directs operational personnel to critical tickets.
  • Responds to Client escalations and assigns ownership to right SME
  • Ensures no breaches of SLAs and operational metrics during assigned shift
  • Keeps oversight of critical client tickets and ensures right attention
  • What would make you a good fit for this role?

    ITIL foundation certification

    Preferred Certifications in at least 2 technology domains

    At least 4 years' demonstrated experience in a service delivery role within a large scale (preferably multi-national) technology services environment across a range of services

    Good working experience of service management tools (Service-Now)

    Good understanding of the IT Service Industry operations, and how the business works

    Experience in a service delivery environment, specifically technical and service management

    Project and / or programme management experience

    Demonstrated experience in executing strategies

    proficiency in English and a second language (German / Dutch / French / Spanish / Italian / Czech) is required

    We operate a 24 / 7 client support environment and our operations specialists are required to work 8 hour shifts on a rotational basis.

    What we offer

  • Great working atmosphere in an international team
  • 5 weeks of vacation
  • 3 sick days per calendar year
  • Compensation in the amount of the fixed basic salary for temporary absence to 21 days per year
  • Contribution to the pension insurance
  • Contribution for public transport
  • Over standard health care
  • Meal tickets 100 CZK
  • Refreshment (coffee, tea, water on work) for free
  • Laptop and mobile phone including data tariff per company standards
  • 10% annual bonus based on the target achieved
  • Paid referral bonus system
  • Join our growing global team and accelerate your career with Dimension Data. Apply today.

    Diversity in Dimension Data

    Dimension Data is an equal opportunity employer with a global culture that embraces diversity. All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or other protected category.

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