#vacancy #servicemanager #itsm #itil #jira #confluence #servicedesk #vk #remote

🚀 Service Manager

We are looking for a Service Manager to join the VK Tech premium technical support team. The project involves supporting major clients, developing technical support processes, and ensuring a high level of service.

🌍 Location: Russian Federation 📍 Work format: remote / hybrid 💵 Salary: from 150,000 RUB

Responsibilities

— Manage technical support projects — Monitor request processing and SLA compliance — Manage communication with clients and internal teams — Conduct regular meetings with client representatives (remote and in-person) — Manage incidents and escalations — Collect and analyze technical support statistics — Prepare reports on service delivery quality — Ensure achievement of target SLA, CSAT, and RR metrics — Interact with internal teams on service quality issues — Participate in the development and optimization of technical support processes — Create and improve technical support processes — Organize interaction between company departments — Formalize tasks for internal teams — Prepare meeting summaries — Maintain project documentation and reporting

Qualifications

— Higher education in IT — 3+ years of experience as a Service Manager or in a similar role — Experience in technical support (L1/L2/Service Manager/Project Manager) — Experience in managing incidents, tasks, and escalations — Knowledge of Jira, Confluence, Service Desk — Understanding of ITIL/ITSM principles — Experience in forming and controlling SLA/OLA — Understanding of the task lifecycle — Understanding of the architecture of software and hardware solutions (software, server, and network equipment) — Project management experience — Skills in preparing reports and project documentation — Excellent communication skills — Client focus, analytical thinking, and stress resistance — ITIL/ITSM certification

📩 To apply, send your resume to Telegram: @markeezzzy1