Service Delivery Supervisor, Ast2

The Service Delivery supervisor is responsible for English/Spanish troubleshoot technical issues over the phone and document resolution of incidents. Communicate clearly with the customer and upper-level IT support as well with other Departments Globally. Supervise IT local and division resources aligned with IT and local management. Lead the L1 support team Excellent Customer Service English/Spanish Troubleshooting over the phone, email, and another way of communication Be Actively part of the different regional and global projects Communicate with upper IT support levels for proper escalations Excellent English Skills to create and update documentation Ensure good communication during crisis situations but also on day-to-day tasks and activities, informing base on the escalation matrix People development (leading, coaching and mentoring) Provides the QCDSM reports and analyzes the points where improvement is needed and acts to find solutions Lead the service desk team align with Autoliv IT global standards to deliver the following: Provide great customer service and technical support to Autoliv and non Autoliv employees First time Resolution of Incidents Takes Ownership Makes sure value is delivered to his/her customers Demonstrates collaboration by seeking and giving support Keeps work focused and simple Explores better ways to do things
- High level understanding of local/division/global IT infrastructure.High level understanding of local/division/global IT business application
- High level understanding of ITIL framework.
- Project management
- Good leadership skills
- Excellent interpersonal and communication skills
- Good problem-solving and analytical skills
- Detail oriented and diligent
- a strong sense of ownership Languages English