Request Fulfillment Manager (m/f)

Standort: Düsseldorf, Nordrhein-Westfalen, Germany
Erstellungsdatum: 08-12-2017
Our client is an international, family owned company operating in more than 60 countries. We are looking for someone eager to make the most of every chance to actively help shaping their own as well as our client's future. Therefore our client is searching for candidates who are self-contained, creative and motivated to take the companies' digital development to the next level. They provide a pleasant working environment within a motivated team, coupled with both professional and personal development. Moreover, our client advocates occupational health management and the reconciliation of work and family life. All freedom and resources needed to creatively shape your and our client's future will be given.

Your tasks: 
  • Define, implement, improve and manage reliable and sustainable request fulfillment management processes in line with overall process strategy and corporate policy.
  • Owner of Request Fulfillment and its escalation processes, ensuring high levels of performance in these processes.
  • Ensure coordination of involved parties, effective communication to stakeholders and post implementation review especially for emergency changes
  • Ensure highly transparent IT Service performance status including regular and accurate management reporting.
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed. 
  • Accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
  • Ensure accurate and up to date documentation (policies, procedures, templates etc).
  • Accountable for the quality of service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
  • Drive release meetings and reviews covering performance, service improvements, quality and processes.
  • Work with internal and third-party teams to ensure actions are taken and completed to protect and improve processes and services.
Your profile: 
  • Successfully completed Information Technology studies or an equivalent education.
  • Several years of relevant working experience within IT, at least 3 years in the required field in Request Fulfillment management.
  • Experienced in handling complex solutions, especially with Cloud, Hybris, Dockerized, web & iOS application.
  • Experience in the management of external service providers.
  • Proven knowledge of service management frameworks (e.g. ITIL, Cobit) - ideally ITIL® foundation certification and especially Service Operations.
  • Basic knowledge of project management frameworks (e.g. PMI, Prince2) - ideally Prince2® foundation certification.
  • Excellent customer facing service skills. 
  • Excellent organisational skills and able to work under pressure and meet deadlines. 
  • Able to demonstrate a high degree of flexibility including shift and out of hours working.
  • Fluent German and English language.
Why work for our customer: 
  • Ability to be part of a digital movement. 
  • Professional and personal development.
  • Pleasant working environment. 
  • Occupational health management.
  • Reconciliation of work and family life.
  • Highly motivated and professional team.
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