Delivery Lead for Service Desk Tietoevry Tech Services MFD
Delivery Lead for Service Desk Tietoevry Tech Services MFD
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1 Vacancy
Job Description
As of 2 September 2025 Tietoevry Tech Services earlier part of Tietoevry Group will operate as a standalone company. Well soon be operating under a new name: Vivicta. You will discover more about our new brand by the end of the year. Read more.
You may apply by selecting Apply and fill your application details to the form. You may also Apply by using LinkedIn and populate details to your application from your LinkedIn profile.
You wil be responsible for:
You will be responsible for a Service Desk delivery of multiple small to mid-size customers. Ensuring smooth service according to defined SLAs and KPIs.
Handling of escalations and customer feedback.
Resolves standard problems through immediate actions or short-term planning with predefined processes.
Maintaining and updating Knowledge base of your delivery.
You will be responsible for understanding the customer contract and coordinationof resources to deliver the agreed level of service to the customer as well as resource planning (day-to-day onboarding new customers customer removals)
Supervise and manage the delivery team including quality checks and call coaching but have no direct reporting staff and provide line manager with feedback on agent performance.
Organize and supervises the induction training for newcomers including processes and accesses etc.
Handover of new and changed services manage new customers implementations and exits manage service changes for existing customers.
Continuously analysing how the services and products affect Service Desk volumes and suggest needed changes to service/product owner.
Analyse and improveways of working
Identify risks and proposing mitigations plans.
Follow the departmental plans and priorities to address resource and operational challenges. Decisions are guided by policies procedures and business plan.
You will be interacting with Customers Customer teams Operations Service and Product Owners Vendors Service Desk Specialist other Delivery Leads and Service Desk Management as well as with the supportive functions.
We expect ou to have:
Good understanding of ITIL and ITSM tools as well as experience of Service Desk and/or other IT operations min 2 years.
Ability to complete work in an analytical and structured manner within defined time frames and to follow up on delivery and services in accordance with established SLAs and KPIs
Respectful and empathetic personality in communication with colleagues and customers and the ability to handle varying workloads
In-depth understanding of customer environment and customercontract.
Ability to communicate clearly with stakeholders in the delivery process.
Cooperative and good ability to find winning synergies in collaborations.
Business-focused in terms of ensuring delivery according to agreement.
Active English knowledge
We offer:
The contract is for an indefinite period of time. We count on you!
Stay fit and fresh. In Ostrava use the free fitness facilities in the building in other locations do sports with Multisport.
Well support you when youre sick. For colleagues who are seriously ill for a long period of time we contribute to sick pay in excess of the law.
107 CZK meal allowance on top of your salary.
Educate yourself. We regularly organise and pay for IT courses certifications language training and personal development courses.
We contribute from 10 400 CZK per year. You name it. Choose from contributions for pension and life insurance sports culture health travel or education in the cafeteria.
Extra holidays. We have 25 days off plus 2 sick days.
Work partially or completely remote. Work from wherever it suits you.
#LI-IN1 #LI-Hybride
Employment Type
Full-Time
