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(Päivitetty 2020-03-05)Senior Concultant / Service manager
Helsinki, Suomi
Äidinkieli Finnish, Sujuva English
- Processes
- Continuous improvement
- Service management
Taidot (17)
CUSTOMER SERVICE
SATISFACTION
CUSTOMER SERVICE ORIENTED
CUSTOMER SERVICE MANAGER
Change Management
DOCUMENTATION
Problem Management
AUDIT
PROCESS IMPROVEMENT
Customer satisfaction
Incident Management
INVOICING
ITIL
Major incident management
coordination of daily operations
OPERATIONS
SALES DEPARTMENT
Yhteenveto
Service manager with 20+ years of work experience and good track record of coordination daily operations and continuous improvement in customer satisfaction and processes.
Specialities:
Coordination of all daily operations
Maintaining and developing service quality, environment descriptions and documentation
All aspects of change management
Incident management (including Major incidents)
Problem management
Project Management
Customer Service & Customer satisfaction
Process Improvement
Service management
Työkokemus
2019-12 - Nykyhetki
Consulting related to service management and processes for named customer.
2017-06 - 2019-12
Responsible for all aspects of change management including process development, operative coordination, reporting and continuous improving in co-operation with large amount of suppliers and internal stakeholders. Main performance indicators are Change Success Rate, Change Lead time and Application Availability.
2015-05 - 2017-06
Service level manager for several customers.
Responsibilities:
Reporting service level (SLA)
Coordination of daily operations
Change management
Incident management (incl. Major incidents)
Customer satisfaction
Improving service proactively
Sales with sales department
Primary point of escalation
Capacity management
Invoicing
Customer audits
Project manager for Finnish customers implementation projects