Service Request Manager
Aeven A/S
Join Us as a Change and Service Request Manager - Drive Excellence in IT Services!
Are you ready to embrace a pivotal role that bridges our esteemed customers and our dynamic Global Projects team? Aeven is seeking a dedicated Change and Service Request Manager who is passionate about customer-centric approaches and process enhancements within Service and Change Request Management.
Why Aeven?
At Aeven, we're committed to transforming our customers' experiences by delivering top-notch services and optimizing processes. As a Change and Service Request Manager, you'll have the opportunity to drive customer satisfaction and contribute significantly to our global projects.
Your Responsibilities:
As a Change and Service Request Manager, your mission will be to enhance and streamline customer experiences by:
- Change Management Processes: Overseeing the change management lifecycle, from planning and approval to implementation, ensuring all changes are well-coordinated, controlled, and aligned with customer requirements.
- Processing Customer Requests: Skilfully handling various customer requests, including urgent enhancements, to ensure swift and effective execution.
- Collaborating with Architects: Engaging with our architectural team to assess and validate requests, aligning them with our customers' needs and expectations.
- Ownership and Performance Management: Demonstrating full ownership and accountability for requests while effectively managing key performance indicators to deliver outstanding results.
- Efficient Communication and Coordination: Facilitating seamless internal and external communication, meticulous planning, and coordination of implementation in close collaboration with our dedicated technicians.
- Decision-Making and Stakeholder Engagement: Making informed decisions to approve or reject requests, followed by clear and transparent communication to all relevant stakeholders.
Your Qualification and Experience
- Solid background in IT services or a similar technical environment, with experience in managing both change requests and customer service requests.
- In-depth knowledge of ITIL change management practices.
- Excellent communication and interpersonal abilities.
- Decision-making skills with the ability to assess and manage risks and ensure that changes and requests are implemented efficiently.
Employee benefits
- Up to 6 weeks of paid time off (5 weeks and the additional week of paid time-off is available after your first year of employment with Aeven)
- 5 sick days per year
- Flexible working hours
- Possibility to work from home
- Flexible cafeteria account for leisure (18,000 CZK per year) allowing you to use points for MultiSport, public transport tickets, or contribute to your pension savings
- Meal vouchers in the amount of 200 CZK per workday (Aeven covers 55%)
- Referral bonus (20,000 – 60,000 CZK)
- Free snacks on Mondays and monthly get-togethers
- Free fruits and vegetables every day
- Height-adjustable tables
- Co-working offices in Ostrava and Brno
- Czech language lessons
- Annual flu vaccination for free
Department:
Lokation: Prague
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