We Dream. We Do. We Deliver.

We are a leading data-driven & technology-enabled full-service agency that specializes in the delivery of unique, personalized customer experiences across several platforms and devices. We partner with the Top 500 companies in the DACH region and in Eastern Europe and focus on customer experience transformation and CXM.

Our 1800 digital enthusiasts are innovating the way brands are built, through providing expertise in Digital Transformation strategy, MarTech platforms, Creativity, UX, CRM, Data, Commerce, Mobile, Social Media, Intranet and CMS. We are part of the global Merkle brand, the largest brand within the dentsu group, who shares with us a network of over 66,000 passionate individuals in 147 countries.

Ensuring processes are followed according to SLA, inform Engagement and customer of any reoccurring issues that might influence services, monitor team performance and making sure things get do!

Key Responsibilities:

• Act as a single point of contact for clients.
• Ensure all SLA are maintained, and services follow agreed processes.
• Provide proactive technical support.
• Weekly follow ups with Engagement team/customer, to ensure service is run according to customers’ expectations.
• Business Intelligence and reporting.
• Ticket backlog management.
• Continuous service improvement.
• Lead the collaborative, dynamic planning process – prioritizing the work that needs to be done against the capacity and capability of the team.
• Ensures processes are clearly defined and teams are properly trained.
• Reduced complexity by centralizing information and communication.
• Act as point of escalation for any issues.
• Build and maintain effective relationships with third party vendors to drive service and product delivery.

Professional Skills:

• Senior management experience in the management services and applications.
• Strong technical management background.
• Strong ticket backlog management with multiple stakeholders.
• Identify changes in technology to exploit opportunities to deliver added value.
• Ability to design, architect and deliver solutions to overcome business challenges.
• Detailed knowledge of the ITIL framework and delivering service within it.
• ITIL Framework & Processes.
• Agile Framework.
• Strong communication and people skills.
• Excellent English level

Experience:

• Great leadership skills.
• Excellent interpersonal and communication skills.
• Good problem-solving and analytical skills.
• KPI and Budget planning.
• Managing technical teams and multiple projects.
• Creating and setting processes and strategies.

Capabilities Level:

• Leading.
• Planning.
• Quality.
• Relationships.
• Performance

If you feel inspired by us, we'll probably be inspired by you. Join us now and apply online to make sure we match each other's expectations. We value diversity and are committed to creating an inclusive environment. We welcome all qualified candidates - regardless of your gender or background, please indicate your salary expectations and possible entry date. We look forward to hearing from you!

Benefits:

• HMO and Life Insurance on your day 1
• Free snacks and unlimited coffee
• Paid leaves
• Mental wellness leaves
• Paid training and certifications

Merkle does not discriminate against job applicants on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. As part of our Diversity and Inclusion agenda, and as an Equal Opportunities employer, if you require reasonable adjustments during the selection process please engage directly with your Recruiter.

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