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The Role
- Follow-up the service delivery of the external partner and ensure the right level of quality and qualification
- Ensure the delivery of support in related area is in line with agreed service levels and beyond, and this over the different related SAP platforms.
- Manage support KPIs to achieve a high level of customer satisfaction and strive for continuous improvement of the team's efficiency and effectiveness
- Maintain close contact to other Operations Teams, the different team in Product Operations (Template team) and the Roll-out teams, in order to have a good contextual understanding of the related programs and evolution of the solution.
- Quality-assure the hand-over process to operations for the related stream
- Become a trusted and respected escalation point for the business, showing excellent understanding of business requirements and having a reputation of "getting things done"
- Prioritize problem management and bug fix change requests in the related area, aiming for a continuous reduction of support ticket volumes
- Steering ability of MEC and YEC processes. Deliverance and coordination of work arounds in this areas under time pressure
- 3rd level support expertise to support external partner in tricky or ambitious tasks
Recruiter
sofie.appelmans@external.atlascopco.com
Hiring Manager
Stefan Stalmans
