Our Team Service Relations & Digital Enablement is looking for you!
We are Uniper
At Uniper, we are pro-actively transforming the world of energy whilst at the same time ensuring security of energy supply. As an internationally operating company, we work in very diverse teams with the greatest possible working time flexibility for our employees. Our corporate culture is characterized by equal opportunities, mutual appreciation, and respect. With us, you will be able to develop new business models, work on technological solutions for a modern, sustainable, and future-oriented energy supply as well as pro-actively help to shape changes. Interested? Then we will look forward to meeting you!
Your responsibilities
The Service Relations Manager is acting as the right-hand person to the Head of the Service Relations team. S/he is also accountable for all user interfacing services within Service Relations and the Service Management & Integration department. This includes having a steering overview and decision-making power over these services and ensuring that they work as designed and that they are continuously reviewed for improvements. In addition it includes being responsible for managing the introduction of new technologies and tools to aid in this purpose. Furthermore, the Service Relations manager is ensuring that the team is well organized, is conducting the work as per role descriptions and that the team is prepared for new deliverables and tasks. S/he will also be working on the strategic development of the department, including managing any contract negotiations. The Service Relations Manager is also acting as Service Owner for the mySupport Service Desk.
The Service Relations Manager is a versatile role, and responsibilities will include, but are not limited to, the following:
* Manage the overall user facing services from end to end, to ensure completeness, efficiency and proper organizational setup.
* Takes over responsibility of service tasks within the team and whole SM&I department, if required.
* Responsible for steering the Local Service Coordinators and other user facing service owners.
* Work with the Head of Service Relations and our strategic partners to design and implement the future strategy and operational organization for the mySupport Services. A virtual Agent will be implemented and used in the mySupport area which will significantly affect how the mySuppport organization will operate in the future.
* Responsible to manage the contract negotiations with our chosen strategic partner for future contracts. This will also include defining SLAs and KPIs and the implementation of the new contract.
* Responsible for managing and steering the Service Desks. This includes onboarding new team members, maintain records and review UAM requirements, ensure compliance to Uniper processes, standards and policies, and conducting supplier steering.
* Transition to a new mySupport strategy, consisting of a Virtual Agent as the entry door to all technical support. The Virtual Agent is expected to be developed and implemented by using innovative and scalable technologies, for example generative AI.
* As agreed with line manager, supports or manage independently improvement initiatives.
* Work actively with Service Operations to understand and prepare for upcoming changes which affect our users. Work with Service Owners to prepare mySupport staff.
* Manage the relationship and interfaces to stakeholders from other IT organizations, including their business users, to ensure a closeness to our end users and to better understand their needs.
* Actively meet other parties in LOB IT to ensure a close collaboration to address end users’ needs. This includes Service Owners, Project Managers etc.
* Working with other SM&I teams to develop appropriate reporting and SMART KPIs.
Your profile
* Bachelor’s or master’s degree in computer science or information systems related field or equivalent work experience.
* ITIL certification or equivalent certificate, or experience.
* Experience in managing an ITIL process in a multi-vendor ecosystem.
* Experience in managing helpdesks, preferably in outsourced, offshore locations.
* Excellent understanding of the ServiceNow platform modules, and related ecosystem, gained through experience in multiple transformation projects.
* Experience in designing new operational concepts to adapt to changing environments, expectations and requirements.
* Experience in contract negotiations and KPI and SLA development.
* Experience in steering and managing an outsourced environment during a phase of transition.
* Experience in onboarding new strategic vendors.
* Experience with AI related projects, such as implementation of a Virtual Agent, within an outsourced environment.
* Experience working in a general IT environment and collaborating with stakeholders in a win-win, forward looking manner.
* Excellent verbal and written communication.
* Fluency in English.
Your benefits
At Uniper, we not only reward our employees with attractive salaries, an excellent company pension and health related benefits for their hard work and dedication to shaping the future energy transition. You can also expect a supportive working culture that offers a wide range of creative and innovative ideas. We enable various flexible working arrangements, whilst also supporting with home office equipment.
Through regular training and workshops, together we work towards visualising yourself in our company as if it were your own. We support you in highlighting your individual potential, achieving your personal goals, and reaching your ambitions. We invite you to become part of our diverse company with international colleagues from more than 80 countries. As an employer, Uniper has committed itself to providing special support to certain areas:
Work-Life-Balance / New Normal:
* Choosing how, where, and when to work in accordance with your team and the requirements of your job
* Modern and ergonomic equipment for your workplace (home & office)
* Support to balance private life and work: Sabbaticals, part-time possibilities, family service
Mobility:
* Car and bike leasing offer (deferred compensation)
* E-car charging stations at almost all Uniper locations
Health offers:
* Flu vaccination
* Preventive health services
* Employee assistance program
Company pension:
* Employer-funded contributions to a modern pension system
* Possibility of self-funded contributions with employer-funded matching
Trainings:
* Lifelong training
* Coaching
Our employees are the reason for our success. Therefore, you will find many other benefits at the local level to help you reach your potential. Energy evolutionary wanted!
Your contact
If you have any questions, please do not hesitate to contact us at:
career@uniper.energy
Attention! Please apply via the button in this portal. Application documents that reach us by post will not be returned and, like those we receive by e-mail, can unfortunately not be considered!
As an employer, Uniper is committed to diversity and equal opportunities. Therefore, we encourage applications from suitably qualified individuals whose capabilities match the role requirements regardless of gender, origin, disability, age, religion, ideology, sexual identity or marital status. We live inclusion and support flexible working.