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Head of Service Management Department
Job Information
Company: Digitain Location: Armenia, Yerevan
Employment Type: Full Time Open Dates: 10-07-20 00:00 To 08-08-20 23:59
Category: Management Salary: N/A
Experience: -------- Preferred Age: --------
Education: -------- Preferred Gender: --------

Job Description
We are looking for an experienced Head of Service Management Department who will lead the streams of Service Desk, Incident Management, Problem Management and Operations within Service Management and maximize both internal and external stakeholders’ satisfaction and effectiveness of customer care and service delivery at the same time contributing to the strategic development and enhancement of the Service Management Department.

The role’s primary objective is to define service management strategy, effectively manage all the streams of service management, identify key areas for improvement, define and implement quality standards, key objectives and deliverables for all service management teams, deliver high quality and timely reports and updates to all internal and external stakeholders.

Position reports to Deputy CEO.

Job Responsibilities
• Build, manage and grow talented teams of Service Desk, Incident Management, Problem Management and Operations;
• Partner with Customer Care Department and the extended teams, as well as build excellent relationships with Product Management and Engineering departments;
• Manage and support programs and projects that enhance our systems, structures, processes, and policies;
• Facilitate the prioritization of work, so that risks and issues are addressed in a timely and appropriate manner;
• Ensure customer/partner/staff issues raised through the Service Management are resolved in a timely manner with an effective outcome, being an escalation point for issue;
• Define and implement quality measures for Service Management teams, ensuring issue resolution is effective across multiple standards;
• Lead the onboarding, roll out, and support processes for new product launches, in conjunction with the Customer Care Department, working closely with Product and Engineering;
• Represent a technical voice to our most strategic customers, leading discussions and providing insights as needed
• Support business pitches for new and existing clients, through outlining onboarding and rollout plans, providing technical guidance and support, and representing technical topics and solutions design during the pitch process;
• Take accountability for the delivery of client-specific solutions to our customers, while being an escalation and resolution point for all technical customer issues;
• Establish, manage and constantly upgrade all required policies and standard operating procedures related to Service Management;
• Establish, manage and report on Service Management strategy and yearly/quarterly roadmaps;
• Provide and/or present weekly/monthly reports to senior managements on all streams within Service Management;

Required Qualifications
• Graduate degree, preferably in Business
• Experience/understanding of ITIL methodology
• At least 4 years of work experience in the field of IT, Project/Service Management
• At least 2 years of managerial work experience
• Fluency in Armenian, Russian and English languages
• Advanced computer user
• Fluency in MS Office
• Knowledge of JIRA Software and JIRA Service Desk
• Knowledge of Project Management principles
• Skills and experience of process implementation is desirable
• Reporting and analytical skills, knowledge of reporting software
• High sense of responsibility
• Hardworking, initiative and flexible personality
• Excellent interpersonal and communication skills
• Ability to work under high pressure
• Ability to prioritize and simultaneously perform different tasks
• Passion, drive and motivation to learn new skills and knowledge
• Experience in managing multiple projects simultaneously

Application Procedure
Qualified and interested candidates are welcomed to send their detailed Resume/CV to Do not forget to mention “Head of Service Management Department“ in the subject line of the e-mail. We are grateful to all interested applicants, however, only shortlisted candidates will be contacted for an interview.

About Company
We are Digitain and we call ourselves Digitainers. Our company provides software solutions to the online, mobile and web-based verticals. We are part of a creative environment, where the brightest minds flourish together and create solutions that are optimal for businesses and friendly for users. Starting as a B2C business many years ago, our company re-established in 2015. Since then we have built ourselves to be one of the industry’s favorite software providers. Today we have more than 1500 employees and 70 partners across the globe. Our primary focus is on the regulated European market - with great plans to expand its geography into Americas and Asia. Our success lies upon our talents who create an incredible team spirit day after day. We are committed to chasing innovation with passion to provide extremely easy and satisfying software solutions for our customers. We put a lot of emphasis on teamwork, technological flexibility, and dedication to our customers. Working in a professional but at the same time enjoyable and cozy atmosphere every day, we are determined to push our employees to grow personally and professionally by providing various professional training, some occurring abroad, and organizational development activities.

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