Requirements: English
Company: Cargolux Airlines International SA
Task Responsibilities:
- Define & structure IT Service Delivery mgmt. activities within Cargolux :
- Structure IT services for business unit and Customers, including Service Level agreement targets
- Set-up Service Level Reports for business unit and Customers
- Set-up Customer governance, structure Service Review Meetings and identify key stakeholders
- Initiate and maintain relationship with customers from an IT service delivery perspective:
- Manage & lead Service Review meetings
- Monitor & Manage Customer satisfaction & expectations
- Make sure provided services are aligned with customer business requirements along the life-cycle of the services:
- Provide Service Level report at the agreed frequency
- Capture SLA breach, set-up & mange mitigation plan when needed
- Coordinate activities towards Customers:
- Act as escalation point for ITIL processes: Incident, Request, Change, Problem
- Manage small IT customer projects and coordinate the different IT stakeholders
- Ensure communication towards Customers for all IT activities
- Define & manage continuous service improvement initiatives to improve IT services provided to Customers
Essential Requirements For The Position:
- Educational background: Masters Degree in IT, Computer science
- Experience: proven work experience in IT Service Management and/or IT project Management
- Communication skills: excellent verbal and written communication
- Business and solution oriented mindset
- Problem-solving and analytical skills
- Ideally ITIL and/or project Management certifications
- Fluent in English - any other languages will be considered as an asset
- Working Conditions:
- Permanent full-time position based in Luxembourg
- Normal office hours are to be expected, with occasional work outside these hours to perform tasks (planned or unplanned) on the environment.
- Valid car license
- A Certificate of good conduct (Casier judiciaire, Polizeiliches Fhrungszeugnis) will be required in case of positive selection.
Benefits we offer
- Flexible working hours and a work from home policy
- Profit-sharing scheme (according to our Collective Work Agreement)
- 27 vacation days and additional 4 special paid-off days (incl. annual vacation allowance)
- Numerous discounts in the wider region as well as selected travel discounts
- Trainings and career mobility opportunities within the various departments
- Digitalized meal voucher system