Service Desk Manager (German / English) Bucharest

YOUR ROLE - THIS IS WAITING FOR YOU

Are you an IT services professional and a strong customer and service orientation is in your blood? Then you've come to the right place by joining our Application Management team! To create sustainable customer relationships, we incorporate our own developments and
- party software into our application management after the project has been completed. As a team, we ensure the smooth operation of the software as well as the further care, maintenance, and further development of the product.  You are the first point of contact for our B2B customers and are responsible for internal communication at the company and operational levels.

Your area of ​​responsibility also includes:

• Checking customer requests, categorizing and coordinating processes within the team, and ensuring that they are successfully implemented; This way you control customer satisfaction.
• Management of SLAs, notification and escalation processes, and being a Single Point of Contact for service clarifications
• Driving collaboration of
  - functional teams, ensuring an
  -
  - end „service mentality“ through the entire delivery chain
• In the interface function, you will recognize the challenges and opportunities of our customers within the adesso group with a focus on CMS, bases, and infrastructure.
• You know the customer's IT landscape and, together with your team,  ensure
  - compliant system operation. Managing and controlling service level agreements is routine for you.
• Your team sets standards for processes and you drive them forward in existing and future projects.
• You recognize the potential for optimization and improvement and actively derive measures.

YOUR SKILLS - THIS IS WHAT YOU BRING WITH YOU

• Relevant studies or training in the IT environment and corresponding practical professional experience
• Experience in AMS / Call Center operations
• Experience in working with waterfall, agile, scrum or hybrid project management frameworks
• Experience in managing and providing IT services
• Ideally knowledge of project management methods
• Very strong customer, service, and team orientation
• Confident appearance and confidence in customer communication
• High technical competence and analytical skills
• Ideally, an understanding of the interaction of web technologies, content management systems, as well as the Linux operating system and bases
• Basic understanding of Dev
  Ops
• Very good German and good English skills, both spoken and written

Our commitment to you

• An established business with the soul of a Startup
• A digital workplace experience with flexible working hours
• Agile & lean organization: Optimized work processes to eliminate waste & and horizontal hierarchy
• Remote work anywhere in Romania
• Global mobility & and international rotation
• Competitive salary, private health insurance, and comprehensive benefits
• A bonus system based on company and individual contributions
• Structured professional development with both soft and technical training programs, workshop opportunities & and language learning support

About adesso Romania

adesso is providing IT delivery, consultancy and software solutions with international teams. The new subsidiary, adesso Romania, is based in Bucharest. It is to begin supporting adesso’s international delivery network (www.adesso-smartshore.com) in staffing and logistical terms effective immediately.

Around 600 of the more than 10000 employees in the adesso Group already work for customers in Europe at adesso’s Smart
Shore locations in Turkey, Bulgaria and Spain. Main technology stack is Java, . NET, FE, Mobile App Development, MS Power Platform, and Dev
Ops.

The IT experts work on digitalization projects as part of international project teams. Some of their work is done
- premises at customer locations – especially in the German-speaking countries – but some are also performed through virtual collaboration from adesso’s individual Smart
Shore offices in Istanbul, Sofia, Barcelona, Madrid, and Jerez.