This job might no longer be available.

IT Global Service Excellence Manager

Description

Playtika Technology division is looking for a Senior IT Global Service excellence manager to join our Corporate IT unit and lead our Excellence center in Israel.

Playtika corporate IT plays a significant role in delivering reliable and sustainable technologies services to more than 4000 employees in 19 sites across the entire globe, with offices just about anywhere.

In Addition, our unit is initiating and catalyzing digitalization processes to support Playtika business growth and deeply involved in the implementation of technology-driven initiatives to maximize our employees experience.

If you are curious, ambitious, highly motivated with passion to learn and evolve – join us

Responsibilities

• Manage the IT Service Excellence center, comprised of at least 10 IT service desks and Technicians in IL and globally
• Collaborate with local stakeholders to provide IT solutions to help meet their needs.
• Tight monitoring of IT service performances as: SLA, case backlog, customer satisfaction, service efficiencies, service quality and compliance with the IT and security guided standards.
• Develop service improvement plan for the Service Desk Operation, set service and efficiency KPI’s.
• Review Core support process, team skills and knowledge, service tools and plan and implement the required improvements in order to upscale the IT service level and the service teams efficiency.
• Establish and maintain strong relationships across teams within IT and with internal customers
• Manage the Service desk and the technicians teams, monitor and ensure their performance meet the IT targets as well as improvements by time.
• Follow up with customers to identify areas of improvement and handle ad hock service issues
• Manage critical service related escalations
• Provide technical leadership - Train and support the team
• Take active roll in the roll-out of new services and hardware to ensure the serviceability of the new services and HW.
• Asset management ownership – manage the IT assets, transactions, HW physical and SW inventory levels and the quality of their deployment to the users (including the compliance quality).
• Be accountable for assets reports, procurement and costs
• Occasionally working with third parties to rectify issue

Requirements

• 3+ years of experience in a similar role in a hi-tech company.
• 4+ years prior experience as an IT support engineer
• Proven experience in leading and implementing service operation and service improvement programs.
• Excellent communication and customer service skills.
• Excellent time management and an ability to multitask across multiple projects and prioritize in fast paced environment
• Knowledge and experience in supporting development (R&D) teams
• Strong knowledge of Microsoft Windows operating system’ Microsoft Office products, Mac operating system and Mac management - Must
• Proven experience in Active directory, Office 365, VPN, Printers, Personal computing, conference systems, Exchange administration (email accounts, distribution lists, shared mailboxes, resources)
• Knowledge of computer imaging to specification using SCCM/JAMF/MDM –advantage
• Familiar with security products (AV, EDR etc.).
• Excellent written and verbal communications skills in English
• Able to work with a globally distributed team
• Hardworking and flexible with the ability to work under pressure
• The roll requires high availability and accountability also in off business hours

A word from the manager

awesome requirement

awesome description