Job Description

Span is a Croatian IT company with a global reach specializing in high-quality information systems design and management services, as well as tech support for customers and enterprises. We're constantly improving, advancing, and adopting new trends, new skills, and new expertise, giving our employees virtually endless opportunities for professional development.

As we are growing intensively in all business parameters, both on the domestic and international markets, an immediate need for reinforcements has arisen!

We are looking for a Service Delivery Specialist whose experience will contribute to maintaining and ensuring a high level of service quality in line with the needs of our customers. The position is part of our Solution and Service Management team, which is responsible for delivering high-quality IT support and ensuring smooth service operations for our clients.

What you'll do:

• Identifying customer needs and overseeing service delivery within the business context
• Assessing customer feedback to establish, improve, and refine services
• Develop, establish and improve new and existing processes and services
• Building strong partnerships with stakeholders and internal teams
• Analyzing and modeling existing /future business processes and documentation with the customers and technical teams
• Customer reporting on the level of service and taking care of customer satisfaction
• Participation in defining the communication matrix, processes and reporting
• Actively participate and lead Major incident calls
• Organizing meetings with users with the aim of auditing and improving the quality of the service and generally the quality of the business process
• Monitoring compliance with Change management, Incident management and Problem management procedures
• Participation in defining and creating new services and preparing offers related to company Portfolio
• Tracking Service level metrics for internal and external customers

We could be a perfect fit if you are:

• Approaching activities in a planned and organized manner, focused on essentials and working quickly and efficiently
• Showing a strong desire for constant career development and gaining experience
• Inclined to innovate, always trying out different approaches and looking for new, better and more efficient ways of working
• Appreciating and accepting differences, respecting other people and their opinions and ideas and readily giving them yourself

What we expect:

• 2+ years of working experience on similar positions
• Excellent English (written and spoken)
• Excellent organizational and communication skills
• Teamwork and goal orientation in challenging situations
• Readiness to learn new technologies, proactive and responsible approach to work

Skills that will bring you extra points:

• ITIL knowledge / certifications
• Understanding of IT services and their business impact
• Advanced knowledge of Microsoft Office tools and Power BI
• Experience working in IT support environments
• Hands-on experience working with Microsoft technologies

What's in it for you:

• Competitive salary according to your experience
• A business phone of your choice
• Mentor - no matter how much experience you've got, we will provide you with an adequate mentor
• Regular feedback on your performance and personalized career development plan
• Possibility to earn different types of bonuses
• Subvention of Multisport card - not only brain workout is important
• Minimum of 25 vacation days
• Complete health checks - adjusted for men and women
• Free psychological counseling - we care about your wellbeing
• Lunch and transportation compensations
• Benefits for children of employees