Job description:

• Manage and oversee designated service-related activities for assigned customers, ensuring high levels of customer satisfaction while adhering to contractual obligations, cost frameworks, and company strategy.
• Ensure all incidents are handled in accordance with established processes; monitor process execution, identify gaps, and propose improvements to enhance operational efficiency and service quality.
• Coordinate service activities, track progress on improvements, and provide regular reporting and communication to the Service Manager and the wider operational organization.

Main tasks:

• Coordinate the continuous improvement of the IT processes.
• Identify and resolve recurring IT issues to minimize service disruptions.
• Proactively identify and coordinate solutions for problems by analyzing incidents.
• Oversee incidents to ensure they are resolved locally or escalated within the standard support flow and drive improvement initiatives towards relevant parties internally or externally, working with the Service Manager.
• Contribute in coordinating common IT issues onboard the vessels reducing time to own.
• Manage and escalate incidents according to an agreed internal/external escalation matrix that cannot be resolved locally ensuring they are resolved in a timely manner, interfacing with the Service Delivery Manager.
• Coordinate and hand over ongoing IT issues so incidents and requests continue to progress.
• Work alongside the customers IT Process Coordinator to assist with customer IT incidents which are related to the vessels.
• Act proactively in case of breach or expected breach of parameters agreed in SLA, working with the Service Manager to resolve any concerns.
• Work alongside the Service Manager to report and respond to service-related issues, seek, and propose initiatives to improve the service.

Responsibility and authorization are:

• In accordance with the processes relevant to this position.
• At the operational level, they are defined in the processes.

Main knowledge and aptitudes

• Information & Communication Technology, Business Administration, or other relevant backgrounds.
• Maritime experience.
• Knowledge about incidents management and incidents process.
• Knowledge of ITIL framework.
• Knowledge about IT/Networking/Cyber/Satcom is beneficial.
• Customer oriented in reflection and action.
• Strong written and verbal communication skills.
• Advanced user of M365.
• Strong command of English language both spoken and written.