Delivery Lead

TietoEVRY invites to join our IT Service Desk department with the biggest Scandinavian speaking customer service team in Latvia with 100 amazing colleagues and we are actively look for new colleagues to grow our team. It was established in 2013 in Riga to provide IT services for corporate customers in public sector, utilities, retail and logistics in Norwegian, Swedish, Danish and English. Delivery Lead ensures high level of Service Desk operations by supervising the daily processes, providing guidance, maintaining relationships with the stakeholders and making the necessary adjustments, improvements to processes. We offer working experience on an international level in a leading global IT company with business stability and possibility to work from home within Latvian border!

As part of your job you will be responsible for:

• Ensure and maintain high level service desk operations according to the SLAs and other internal quality standards.
• Good understanding of customer business, contracts and accountable for customer delivery meeting customer expectations.
• Adapts departmental plans and priorities to address resource and operational challenges. Decisions are guided by policies, procedures and business plan.
• Identifying risks and proposing mitigation plans.
• Manages or participates in improvement and implementation projects.
• Negotiate and form effective communication and productive relationships with team and stakeholders.
• Provides technical first line supervision for the team members, supervise the training for newcomers and provide feedback to Line Management on employee performance.

Expected requirements:

• Fluent in English (at least B2); knowledge of any Scandinavian language will be considered as an advantage.
• Solid experience and knowledge of the business environment - IT Service Desk/ Customer Service operations.
• Knowledge of ITIL frame, LEAN or Six Sigma is considered as advantage.
• Advanced communication, problem-solving, decision-making skills and able to manage stress in a constructive way.
• Result-oriented mindset accepting the accountability for his own work.
• Respectful and empathetic personality with excellent cooperation and customer service skills.

We offer you:

• Challenging work and working experience on an international level in a leading global IT company.
• Professional and personal development opportunities.
• Scandinavian values, business stability and openness.
• Dynamic and friendly work environment.
• Excellent and competent colleagues.
• Working normal business hours and possibility to work from home within Latvian border.
• Competitive remuneration up to 1800 - 2500 EUR monthly/gross* and benefits package (health insurance, sports and a lot more).

*Monthly salary offer will be defined based up on the candidate’s professional competence compliance with job demands. The salary is a part of the remuneration package provided by Tieto Latvia, that includes additional bonuses and opportunities (health insurance, additional holidays, professional development etc.)