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Service Delivery Manager

Job Location: Warsaw

Job Number: 00449985


- Job description

On CRM Project conducted for one of the biggest institutions in financial services sector in Poland we are looking for Service Delivery Manager. 

-Support service management of CRM platform within Third Line support, with the main focus on handling and resolving incidents reported by end users

-Coordination of service activities between units responsible for the operation and maintenance of IT systems, in particular Second and Third line support, the unit responsible for the IT infrastructure and external vendors

-Proactive and reactive monitoring CRM Platform components and initiating corrective and optimization actions

-Change management and configuration management of CRM Platform

-Weekly and monthly status reports preparation

-SLA Monitoring

-Authorization of the changes delivered to the CRM Platform by third parties or external vendors 

-Perform small development, extensions or configuration changes to the CRM Platform

-Minimum 1 year of experience as Service Manager (ideally in CRM or related solutions)

-Minimum 1 year of experience with design and implementation of CRM, DWH, MIS or BI systems

-Excellent knowledge and experience related to IT systems maintenance

-Knowledge of one of the following ETL processes and architectures (e.g. data cleaning and conforming, slowly changing dimensions, data lineage, etc.)

-Knowledge of one of ETL platforms (e.g. Informatica, Ab Initio, IBM Data Stage, Oracle Data Integrator, SAS Data Integration Studio, Microsoft SQL Server Integration Services). 

-Excellent command of SQL

-Knowledge of Data Base area (ideally Oracle DB) 

-Nice to have: knowledge of SAS tools and technologies in multichannel campaign management area (e.g. SAS Customer Intelligence, SAS Real-Time Decision Manager)

-Knowledge of Unix and Linux operating systems

-Excellent communication and organization skills

-Strong problem-solving skills combined with the ability to creatively untangle complex issues and develop innovative and efficient solutions within a narrow time frame

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