Service Manager

  • Full Time
  • Prague
  • Posted 4 weeks ago

We are looking for new Service Manager to join our multicultural and dynamic team, if you would like to be part of team working on great and impactful projects within Service Desk and IT Operations area, then keep on reading.

Your role & responsibilities:

– Understands SLA’s and overviews KPI fulfilment in alignment with Incident Manager and Operational Lead; advises actions on how to reach KPI’s;- Calculates risks and potential pitfalls caused by any changes in the delivery (implementation of new Service, procedures, processes and similar);- Maintains overview of the contract and is able to identify areas of focus; in cooperation with Operational Leads and Delivery Management.- Has got direct contact with customer to report on the performance of the account, present CSIs initiatives and ensuring measured progress of those.- Present root cause and preventative actions to Customer/Delivery Management/Customers.- Creates, updates and distributes documentation.- Assist technicians and other service managers in complying to our processes.- In cooperation with Line Manager and Operational Team, has an overview over the performance in the team and proposes actions to improve it.- Review of service coverage.- Has an overview over knowledge level in the team, to be able to secure agreed level of service provided to the customer.- Overviews contact with 3rd party vendor- Cooperates and collaborates with a Global Team

Your qualifications and experience:

You hold a degree in IT and have a good understanding of the set of IT services that NNIT provides as well as the IT infrastructure technologies that supports and enables our services.You have a good understanding of the ITIL framework, preferably you are ITIL certified.You have 1-2 years of experience, preferably as Service Manager with previous experience of customer support and data analysis.You should be confident in communicating with both colleagues and customers – and as we work across regions it is essential that you are able to act in an international and multicultural environment; most importantly you should be fluent in English.As a person you are conscience driven, analytic and are able to make yourself heard, understood, and respected by colleagues. You excel in your ability to push for implementation, while maintaining a good relationship with many stakeholders.An analytical mindset and a structured approach combined with a high sense of urgency are crucial skills to be a success in the position.


Employee benefits

  • 5 weeks of vacations/year
  • 5 sick days/year
  • Flexible working hours
  • Possibility to work from home
  • Cafeteria flexible spending account (12,000 CZK/year)
  • Meal vouchers in the amount of 100 CZK per workday (NNIT covers 55 CZK)
  • Fully covered MultiSport card enabling free entry to sports facilities in the Czech Republic
  • Free breakfasts on Mondays and monthly Friday Bars (free beer and snacks)
  • Free fruits and vegetables
  • Wide selection of tea and coffee for free
  • Yoga classes in the office
  • Height-adjustable tables, relax zones with Xbox, PlayStation, and table tennis
  • Czech and Danish language lessons
  • Annual flu vaccination for fre


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