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Support and Maintenance Manager (m/f)

Date: Jan 18, 2019

Location: Stockholm, SE

Company: Agfa-Gevaert NV

Agfa HealthCare is looking for a Support and Maintenance Manager

 

Agfa HealthCare – a member of the Agfa-Gevaert Group – is a leading provider of IT- enabled clinical workflow and diagnostic imaging solutions. Agfa HealthCare delivers state-of-the-art solutions for capturing and processing diagnostic images in hospitals and healthcare facilities. Using the latest technologies, Agfa HealthCare's solutions are revolutionizing how patients are diagnosed and treated – ultimately saving patient lives. As a pioneer in our field, we take great pride in our people and our work on modernizing healthcare delivery.

For more information about Agfa HealthCare, please see www.agfa.com

 

Agfa HealthCare Sweden is looking for a Support and Maintenance Manager to join Agfa HealthCare’s Nordic team. You will be part of the Nordic team working closely with the Nordic IT Director and the Nordic Delivery Manager, as well-as collaborating with Support and Maintenance Managers in other sub-regions of the wider Agfa HealthCare Region North.

 

As a Support and Maintenance Manager, you will be responsible for managing a team of approximately 10 support engineers located in 4 different countries. You have the responsibility for system operations of large complex healthcare IT systems in customer environment, 2. and 3. level support helpdesk, quality management of service delivery, and preventative system maintenance.

 

Main Responsibilities

  • Managing the Nordic support helpdesk ensuring that all incidents are registered, and resolved in accordance with our service level agreements.
  • Delegation of support and service tasks to members of the Nordic support team.
  • Organize 24x7x365 support helpdesk for our Nordic customers in collaboration with our regional and global service helpdesk.
  • Responsible for escalation management ensuring full closure of all escalations
  • Responsible for maintenance of our customer installations and ensuring that maintenance happens in accordance with the Nordic support and maintenance budget.
  • Manage service quality for our customers through regular quality reports and service quality meetings.
  • Identify new upselling opportunities, which can be passed to our business development team.

 

Education and Experience

  • Bachelor´s degree in engineering, IT, computer science or similar
  • 10 years of experience from operations of large complex systems in customer environments – experience from operations of healthcare IT systems is a plus but not a requirement
  • 5-10 years of experience with people management – you know how to motivate your team to go the extra mile!
  • Experience with managing a team over distance – travelling is to be expected
  • Experience of working with ITIL with focus on Service Delivery and Service Support and processes below these areas is required – ITIL certification is a major plus
  • Experience with working in an international environment is a must

 
Relevant Skills

  • Excellent communication skills: Can communicate on a technical level with internal and external stakeholders - as well as communicate with top level management (CxO level)
  • Experience with ServiceNow is a plus but not a requirement
  • Strong customer focus is a must
  • Good financial insight enabling review of the support and maintenance budget

 

Language

  • English: Fluent speaking, reading and writing skills are a must
  • Swedish: Fluent speaking, reading and written skills are a plus not a must

 

We Offer

As a part of Agfa HealthCare, you are offered a stimulating role in leading healthcare IT company – and not least, you will be part of a fantastic team delivering the healthcare IT solutions of tomorrow! Agfa HealthCare is working actively with personal development and gives you the opportunity to develop yourself in your new role. You will be a part of a competent and committed team where the pressure is on and cohesiveness is great. You will have the freedom to plan your own work to a large extent.

 

Location

This position is located at Agfa HealthCare Sweden's office in Kista.
 

Contact

If you have questions do not hesitate to contact:

 

Niels Husted Kjær
Nordic IT Director

Mobile: +45 4099 5502
Mail: niels.husted.kjaer@agfa.com


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