Everseen
A global leader in Edge Computer Vision AI and hyper-automation solutions.
The Role
Everseen is seeking a dynamic and experienced individual to lead our Service Desk Support team. The Service Delivery Manager will play a critical role in ensuring the efficient operation of our service desk, maintaining high levels of customer satisfaction, and driving continuous improvement initiatives. The ideal candidate will possess strong leadership skills, technical expertise, and a passion for delivering exceptional support services.
Responsibilities
Demonstrate strong technical understanding of IT systems, applications, and infrastructure for effective end-user support and issue resolution
Utilize JIRA expertise to streamline incident and problem management processes, track progress, and facilitate team communication
Create trend reports on recurring incidents, analyze data for patterns, and recommend proactive measures to improve service reliability
Implement and maintain best practices for incident management, problem resolution, and escalation procedures, ensuring adherence to industry standards and organizational policies
Ensure compliance with ITIL Service Management principles and knowledge management best practices for efficient service delivery and knowledge sharing
Interact with customers, addressing needs and concerns for a positive experience, serving as an escalation point for breach resolutions, and managing escalated incidents to meet SLAs and customer expectations
Manage and approve SLAs in contracts, negotiating terms as necessary to align with business objectives
Foster a culture of collaboration, innovation, and continuous learning to drive excellence in service delivery, while providing leadership and guidance to the service desk support team
Communicate effectively with internal stakeholders, external vendors, and cross-functional teams to coordinate support activities and achieve objectives, maintaining high organization levels in service desk operations
Oversee internal Operational Level Agreements (OLAs) and external Service Level Agreements (SLAs), monitor performance metrics, and collaborate with senior leadership to define and implement support strategies aligned with business goals and customer needs, contributing insights to enhance service delivery processes and optimize resource allocation
Collaborating With
Work collaboratively with IT support staff and cross-functional teams to ensure efficient issue resolution and service delivery across geographies.
Profile and Skills
You have a BE/BTech, master's in computer science.
You have minimum 15 years experience in IT support.
You have demonstrated experience of working with IT systems, applications, and infrastructure; JIRA expertise is preferred.
You have an ITIL certification and proficiency in Service Management principles
You possess a structured and analytical mindset, and you have particular expertise in trend analysis and SLA management.
You have strong leadership skills, and you have experience of managing and leading a service desk support team both strategically and operationally.
Excellent communication skills with proficiency in verbal and written communication in business English. You like to develop meaningful relationships with key stakeholders internally and externally across the globe regardless of level to achieve business goals.
You have a strong customer focus and enjoy creative problem solving.
You embrace change and understand and work well with changing requirements.
Competencies Required:
Technical & Leadership abilities
Customer Focus
Problem-Solving and Decision-Making
Innovation and Change Management
Adaptability and Resilience
About Everseen
Everseen is a leader in vision AI. We are transforming business operations for global retailers, driving measurable business value and improving the customer experience.
We are a dedicated team of inventors, research scientists, engineers, AI experts and retail industry veterans.
We are trusted by major food, drug, mass, and specialty retailers around the world, including Kroger, Meijer, and Woolworths, and we partner with leading hardware, AI, and cloud computing leaders including NVIDIA, NCR, Lenovo, Microsoft, Google and Dell.
We have created a robust and proven vision AI factory. We are operationalizing vision AI at an unprecedented scale with the largest global footprint of edge AI powered Computer Vision in Retail.
Founded in 2007 and headquartered in Cork, Ireland, Everseen has over 900 employees globally with European HQ in Cork, Ireland, US HQ in Miami, USA, R&D hubs in Romania, Serbia, Croatia, India and Spain.
Key Numbers
Top 10
Trusted by 10 of the top 20 global grocery retailers
160,000+
Edge AI Endpoints Worldwide
300+ years
Of Videos Processed Daily
+10x ROI
Delivering Market's best ROI
Our Commitment
Everseen is committed to creating an environment where everyone can succeed. Our employees should feel a sense of belonging, have an opportunity to grow their careers, and feel free to be their most authentic selves. Everseen takes great pride in the diversity of its global workforce, and insists upon a safe, inclusive workplace where our differences are our collective strength. We treat each other with dignity, and respect, and require all employees, officers, and directors to seek to understand the importance and value to Everseen of diversity, and inclusion.
Everseen is committed to creating a safe environment for all employees and has a zero tolerance policy for bias and discrimination of any kind. Our work environment is one without offensive, hostile, or intimidating conduct, whether verbal, written or physical, in nature. Everseen will not tolerate prejudice or discrimination of any kind including without limitation, where based on aspects such as, race, colour, sex, gender, religion, age, family status, disability of any kind, sexual orientation.
