Service Delivery Manager IT / Service Delivery Manager in Lerua Merlen Ukrayina / Leroy Merlin

Leroy Merlin Ukraine is an international retail company known and recognized throughout the world. We specialize in trade in goods for construction, repair and furnishing of housing.

Leroy Merlin Ukraine is part of ADEO, an international holding group that has united 35 autonomous companies in 12 countries in Asia, Europe and South America.

We are currently looking for a Providing Manager for our team services.

Responsibilities:

Leadership and management:

• Management of L1 and L2 level application and service support teams;

• Formation of team goals and performance indicators;

• Motivation, development and performance evaluation of employees;

• Conducting interviews and selection of specialists for support teams;

• Creation of a positive and effective working atmosphere.

Technical support:

• Control of support operations (incident registration, sorting, resolution, escalation);

• Ensuring quality work of the first line of support and transfer of complex issues to the next level L2;

• Coordinating the resolution of complex incidents together with suppliers or development teams;

• Monitoring new technologies and best practices in the field of IT support.

Continuous improvement of processes:

• Analysis and optimization of IT support processes;

• Implementing solutions for improving knowledge transfer between teams;

• Development and support of knowledge base for L1 and L2 teams.

Working with customers and end users:

• Supporting a customer-oriented approach in the work of teams;

• Ensuring transparent communication with users during incident resolution;

• Development and implementation of SLAs regarding response times and resolution of incidents.

Analysis and reporting:

• Formation of regular reporting on support performance;

• Analysis of indicators to identify areas of improvement;

• Communication of results and trends to stakeholders.

QA team and control of quality:

• Developing a plan for creating a QA team in the structure of IT support;

• Defining roles, responsibilities and reporting structure;

• Forming a team of quality assurance specialists;

• Coordinating and developing the QA team;

• Creating opportunities for training and professional development of members teams.

Requirements:

• Experience in managing IT support teams;

• Experience with application and service support processes (L1/L2);

• Understanding incident management processes and SLAs;

• Experience in construction or transformation teams;

• Analytical thinking and the ability to work with performance indicators;

• Strong leadership and communication skills.

What you will get:

• Valuable experience in an international company;

• Official employment from the first day of work;

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