Service Desk Delivery Manager

We are looking for a Service Desk Delivery Manager to be a part of our Service Desk team. 
The delivery manager has an active dialogue with contract owner and the designated party at the customer´s side in accordance with the decided collaboration model. The Service Desk Delivery Manager continuously reports delivery levels and will be in dialogue with the customer and Atea's delivery organization. The Service Desk Delivery Manager works to streamline Service Desk service delivery and to mitigate the quality issue of Atea Service Desk service delivery.

• Process and procedure minded;
• Goal oriented and accurate;
• Leading skills;
• Flexible, manageable, adaptable, versatile;
• High communication skills;
• Higher education (preferably IT related);
• ITIL (preferable);
• CompTIA A+ (preferable);
• Microsoft Certification (preferable).

• Responsible for conducting and participate in meetings with the customer to stay constantly updated about the customer's business;
• Participate in and bring forward development of solution proposals for assigned customers specifically related to Service Desk services (ex. automation, self-service, etc.). This with close connection to solution architects within Atea;
• Lead meetings with customers according to the agreement / agreements' collaboration model and Atea's management model and can request/initiate project managers if required;
• Act as a recipient of customer related projects with a mandate to approve the start of production;
• Continuous work with service delivery improvements;
• Analyze production and operational information to translate this into statistics and metrics in delivery reporting according to the respective SLA;
• Responsible for keeping customer status constantly updated, which shows the delivery status of Atea's delivery towards the Delivery Manager's customer (s);
• Accountable for knowledge creation based on the customer´s service requirements, and to revise documentation if changes needed.

• An international and fast pace environment;
• Training and growth opportunities;
• Company events and an active social life;
• Covered telephone expenses;
• A modern office with free parking;
• Company covered health insurance.