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State Street Bank
State Street Bank
location iconLocations: Kraków
level iconLevel: manager/director
time iconWorking hours: Full time
Infrastructure Client Relationship Manager
Location: Kraków

Purpose of Role:

As part of Global Technology Solutions, the Infrastructure Client Relationship Manager is responsible for liaising effectively with the regional iCRM’s, technology groups and external vendors to manage ‘account level’ relationship and providing first class service.

In doing so, they will act as an advocate on behalf of the iCRM to ensure solution designs conform to business requirements (from a non-technical standpoint) and set appropriate expectations with the business in regards to demands service levels.

The iCRM will be an escalation point for service issues and may tactically support the resolution of issues by facilitating the process / helping to coordinate actors.

The iCRM will also focus on delivering “One Infrastructure” to the client, in part by supporting the iCRM.

Major Responsibilities:

Service Delivery Management

  • Provide support and / or coordination of audits and RFIs for Infrastructure
  • Support the local iCRM in the creation of periodic reports to be used for service review meetings.
  • Help drive business strategies and outcomes as well as maintain relationships with Business Contact point.
  • Provide oversight and support of the 3rd party vendors.

Service Delivery / Technical Expertise

  • Provide support and escalations to the iCRM as they are the last point of escalation of contact for all services and requests coming from GTS, and external requestors.
  • Provide support and be involved when incidents reach the point of escalation and assist during incident escalations and help navigating between IT support services as well as assisting fixing incidents when appropriate.

Communication

  • Communicating corporate strategies.
  • Partner with global iCRM community to align and communicate activity across business lines.
  • Communicating changes and supporting regular updates.

Level of Education:

  • Bachelor’s Degree or equivalent

Previous Level of Experience:

  • 4 to 5 years of experience in a similar role
  • ITIL Certification is a plus

Skills and Experience:

Technical skills:

  • Understanding of core infrastructure (Network, Servers, DaaS/VDI)
  • Knowledge of Microsoft office suite
  • Basic use of PowerShell and other Windows commands
  • Knowledge of windows operating systems
  • Understanding of Active Directory and Unix access management
  • Basic troubleshooting skills
  • Ticketing systems (Service Now)
  • Reporting skills (Excel, Power Point)
  • Project Management experience

Soft skills:

  • Attention to detail
  • Self-Management Skills
  • Willingness to learn new skills
  • Quick learner
  • Ability to speak/present in public
  • Creative thinker - blue sky thinking, out of the box

Required Competencies :

  • Spoken and Written Language – English (Fluent)
  • Good Communication Skills
About State Street

What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary in locations, but you may expect generous medical care, insurance and savings plans among other perks. You’ll have access to flexible Work Program to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences and perspective are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome the candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift program and access to employee networks that help you stay connected to what matters to you. State Street is an equal opportunity and affirmative action employer.

Details

  • iconIT, Customer Service, Banking
  • iconEnglish
  • iconKraków, małopolskie

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