• Leading, managing and delivering Service Improvement Plans (SIP) following industry standard practices
• Proactively identifying areas of improvement with cultivating fruitful partnerships both internally and externally
• Holds responsibility for successful SIP delivery with measurable improvement to the service area of focus
• Customer engagement: responsible for driving continual improvements within the organization, helping to move toward greater account development and net promoter scores
• Responsible for specific customers stakeholders acting as their advocat to drive internal development and improvement of various service units
• Responsible for delivery against contractual SLAs and key business measures
• Facilitate the growth necessary to support new business initiatives
• Ability to provide cross functional collaboration across all departments
• Data Analytics
• Strategic Thinking
• Communication & Presentation

What you need to have:

Soft skills:

• Onboarding – Establishing relationships with customer, educating them on services and processes, set expectations, identify improvement goals and objectives
• Deployment – Work closely with LightStream II leadership in understanding the team structure and growth strategy to help foster a collaborative and solutions oriented team culture
A strong blend of analytical decision-making and creative problem-solving skills
Has the ability to attain an in-depth knowledge of customer environments, including their systems and applications locally and globally
• Drive – Creates a loyal and engaged team of direct reports through combination of people development and inspirational management.
Has strong situational leadership skills and can work autonomously, but should be an integral part of any team
• Personal -- Accept feedback and develop self-awareness. Navigate relationships openly and honestly, sharing knowledge and information to directly benefit or support others. Deliver simple communications and inspiring messages, always considering different perspectives.
Self-driven, self-motivated, enthusiastic and with a “can do” attitude
• Team Player -- strong interpersonal and collaboration skills
Posesses the ability to work under pressure and rally teams around time sensitive objectives

Professional skills:

• Bachelor’s degree in relevant field
• 5+ years of experience in leading, managing and delivering service improvement initiatives
• Experience in mentoring, coaching and training a team, ideally both technical and non-technical roles
• Deep understanding of Service Management best practices frameworks such as ITIL
• Experience with development of solution processes
• Experience with project management methodology and techniques
• Desirable experience with Lean, SixSigma, TQM etc.
• ITIL 4 Certified
• Microsoft Excel & PowerPoint
• Communication skills
• Presentation skills
• Time management
• Upper-Intermediat or higher English language knowledge

Language skills:

• English on a fluent level
• Any European language on a level is an advantage

What we offer:

• Using & improving your language knowledge
• Multinational and modern environment
• Competitive compensation package
• Good possibilities to grow within the company
• Personalized training opportunities