Service Excellence Expert (18947)

7/2020 (1m)
Kontrakt přes CP
160 000 CZK
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For our key client, we‘re looking for a Service Excellence Expert to drive service excellence and continuous improvement. 

Location: Prague
Form of cooperation: Freelance contract
Start of cooperation: 12/2019

What will you be working on: 
- drive service excellence and continuous improvement within the framework defined by IT Operations
- support the group’s managers and experts to focus on the overall priorities for the business, to maximize customer satisfaction
- support definition of the IT strategy for the relevant scope and be accountable for ensuring the strategy is tracked, benchmarked and updated for the area owned
- proactively identify opportunities to increase service levels and mitigate any issues in service delivery within the function or across functions
- prepare function / team / meetings and coordinate initiatives and events
- point of escalation in function, team or for support functions Finance and Procurement
- take accountability for overall productivity efforts within the function and team, including coordination of tasks within the group and close collaboration with Finance
- coordinate and monitor IT process implementation within the function or team
- take accountability for the groups internal communications and related change management
- support information governance activities
- support audit preparation – act as a SPOC for IT audits in local and work closely with ISRM
- support preparation of operational budget for assigned area
- coordinate overall objective setting preparation and facilitate process in order to achieve consistent objective setting 
- ensure IT strategy is tracked, benchmarked and updated for the area owned
- take accountability to ensure adherence with Security and Compliance policies and procedures within Service Excellence scope

What you need to know:
- English on an excellent level
- 5+ years of experience in a similar role 
- personal attributes: curiosity and agility – paired with accuracy and reliability