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Timer icon Form of cooperation Full-time / 40% Remote
Briefcase icon Sector Cyber security
Location icon Location Praha
Start date 02.06.2025 or by agreement
Languages
  • English flag English - active, B2/C1/C2
  • Slovak or Czech flag Slovak or Czech - native

Offer description

  • preparation of professional parts of technical support offers in cooperation with the sales team
  • determining the scope of support services, costs and pricing proposals
  • assessing customer SLA requirements and drafting corresponding SLA documents
  • evaluation of compliance between customer SLA and subcontractor SLA
  • ensuring care for entrusted customers and managing their satisfaction
  • coordination of resolution of major incidents and escalation situations
  • regular reporting of SLA fulfillment, conducting customer meetings and proposing corrective measures
  • development and design of new services with an emphasis on Managed Services
  • cooperation across the company in setting up new services and service processes
  • Active search for business opportunities and support of the sales team

Requirements

  • at least 3 years of experience in a Service Manager position or similar ITSM role
  • practical knowledge of designing and managing SLA within IT services
  • excellent orientation in technical support and service delivery processes
  • basic knowledge of cost modeling and price quotation creation
  • knowledge of ITSM methodologies and standards, especially ITIL (at least Foundation) and ISO 20000
  • excellent knowledge of MS Excel and ability to work with tables, analyses and reports
  • active knowledge of English at level B2 for written and spoken communication
  • advantage
    • experience with Helios Nephrite, CA ServiceDesk, CMDB or creating pivot tables
    • experience in service design and creation of Managed Services catalog
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