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Incident Manager (HTOM) - ITIL - French and English Speaker (m/f)

Posted on Oct 12, 2019 by emagine

Issy-les-Moulineaux, Hauts-de-Seine, France
IT
31 Oct 2019
€450 - €470 Daily
Contract/Project

Skills & experience
- 3-4 years in Service Providers industry
- Client point of contact with a focus on customer relationships
- Service Support, Incident Management, Case Management
- Reporting strong Excel and PowerPoint
- ITIL
- Good understanding of Networking Systems
- Excellent verbal and written communication skills
- Negotiation skills
- Fluency in English and French
- Commercially aware.
- Strong relationship building skills
- Excellent Organisational skills
- Ability to manage multiple work streams
- Ability to deal with critical issues and facilitate resolution
- Autonomous, team-player, flexible and self-driven
- Focused on customer satisfaction

Good to Have
- ITIL foundation certified Incident Manager/High Touch Operations Manager
- ITIL
- French and English Speaker

Role
The HTOM (High Touch Operations Manager) role is to be the main point of contact for operations and process issues to large service using clients. Working as an integral part of an account team you will manage communication, expectations, and driving resolutions of cases and incidents solutions to ensure customer satisfaction.

Key Tasks
- Support delivery of Technical Services programs to major accounts
- Ensure follow-up and closure of critical problems with large strategic customers
- Monitor status of customer cases pushing through to resolution
- Regularly work with customer and internal teams to ensure problem resolution
- Maintain relationship with customer during problem resolution
- Co-ordinates proactive root cause analysis and implementation of preventative measures
- Drive and maintain and on-going relationship with key customer contacts
- Producing and presenting Incident and Case analysis reports to customers on a weekly, monthly and quarterly basis

Client
Our final client is a world leading networking company providing hardware, software and services. The have a strong collaborative and empowering culture. They are looking for somebody who with the potential to join their organisation in the long-term and shares their values of customer focus, innovation and team working. For a full breakdown of the project details and position deliverables please send the latest version of your CV to (see below) or call Brendan with you questions.

Reference: 772185049

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